3DS secure not appearing for a customer

Hello jack01732

Thanks for contacting WooCommerce support.

Is this issue happening with all the orders on your site?
Was the payment working before or is this a new site set up?

To help you further, I’d like to review your site’s System Status Report.
You can find it via WooCommerce > Status.
Select Get system report and then Copy for support.

Once you’ve done that, you can paste the text in https://gist.github.com
After that, you can paste the Gist link here in your reply.

I look forward to your reply. ??

Hi Zubair,

It is only one customer this has affected, other stripe payments going through fine. https://gist.github.com/jackball77/2e8e1181bff3172f4db5949908cb5bef

Hi there @jack01732,

Thanks for sharing more details on this.

I checked your system status report and could only notice that you are using an outdated version of WooCommerce. Could you please update it to the latest version?

In some unusual cases, outdated software versions seem to conflict with other plugins, therefore, it is advisable to always run updated software to avoid getting any hiccups in your store.

Also, I understand that it was only one customer whose payment failed. As a next step to help understand this issue, could you check if any errors were generated under WooCommerce > Status > Logs? If any, please copy and paste them via https://gist.github.com/ and send the link here.

Hi,

Please see the fatal error that was generated when payment was attempted: https://gist.github.com/jackball77/f4366b1704b6bf0fb5e9398a4b90abfe

Please can you advise why these fatal errors occured?

?? hey @jack01732

Thank you for reaching back, with the error log.

Per the site’s System Status Report (SSR), it appears version 8.0.1 of the Stripe plugin is currently installed, when version 8.1.0 is already released.

Kindly make sure you’ve updated to the latest version available, and see if the issue persists, or otherwise.

I trust that points you in the right direction, but if you have more questions, let us know.

We’re happy to help.

Hi,

I updated to 8.1.0 but am still getting the same fatal error in my woocommerce logs, please can you advise.

Hey, @jack01732!

Just to confirm you updated Stripe to 8.1 and also WooCommerce to 8.7? (as well as any other plugin and the theme if needed)

We recommend keeping everything updated. Regularly updating plugins helps maintain your site’s security, performance, and compatibility while ensuring you benefit from the latest features and improvements.

Having said that, please note that the error you shared:

Stripe SCA authentication failed. Reason: The provided PaymentMethod has failed authentication. You can provide payment_method_data or a new PaymentMethod to attempt to fulfill this PaymentIntent again. Order status changed from Pending payment to Failed

Usually means there’s an error with the credit card used by the customer. The fact that all other orders are working as expected also points to this being the cause.

Are you able to ask them to try again using a different card?

Looking forward to your reply.

Have a wonderful day!

Hi,

Everything is updated accordingly, I am getting this fatal error nearly every day with different users. So it will not be an issue other than with this plugin, Please can you advise accordingly.

Hi @jack01732,

Everything is updated accordingly, I am getting this fatal error nearly every day with different users. So it will not be an issue other than with this plugin, Please can you advise accordingly.

In your message from the previous week, you mentioned that only one customer was affected. Now, I can see the issue has spread. Can you let us know if this error happens for existing customers only or if new customers are affected, too?

I found an open issue in Github for this error, I’m adding your case to it.

There is no way for me to know as not everyone who experiences this issue reports it to me, however by looking at the fatal error logs I can see it is happening often. As a result I will be losing a lot of customer. Please can your provide me the solution to stop this from happening?

Hi @jack01732,

The team is already aware of this issue: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2615

At the time being, we can’t give you an estimate for when the team will look into or fix the issue, as bug reports are prioritized based on a few criteria. Please subscribe to the GitHub issue if you’d like to receive updates.

Additionally, as this is occurring more often, it is possible that other customers might also be having this issue. Could you please open a ticket about this from Woo.com > My Account > Support for a closer look? You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

Looking forward to helping you.