Payments fail – 3D SECURE

Hello @fredbra ,

Thanks for reaching out to us.

3DS comes from the customers bank. It can fail for many different reasons. The fastest way to understand why a transaction is failing due to 3DS is for the customer to reach out to his bank.

3DS challenge working on the payment link and failing on the website is not necessarily proof that the problem is not with the customer’s bank. By problem I do not mean a technical one. In most cases the bank, based on the information they receive for a certain transaction, they decide if they trust the transaction or not. If they do not trust it, they might not even send the 3DS challenge at all. They can trust it enough to send the 3DS challenge but then decline it afterwards. This differs for each bank depending on their fraud/security policies.

The bank might trust a transaction coming from a payment link but not one coming from your website through our plugin for example (this can be in cases that you have just activated our plugin and the account of your customer never received a payment request for your website through our plugin, so it decides it can be fraudulent).

As a solution you can ask your customer to use a card from another bank or contact his bank to get his transaction preapproved. In case that the bank confirms they trusted the transaction, we can investigate further. However, for a deeper investigation of a transaction being declined please reach out to our in App help section as the required information for such an investigation should not be shared on a public forum.

Kind regards,

Hello,

Thank you for your reply. As i told you, every transaction demanding 3DS its failing. When the 3DS its activated, our client have to aprove it on the bank app, and they do it, but after that the plugin/checkout keep waiting for the reply and it neves comes.

So by what i see, the plugin its having trouble receiving the info from the bank.

After this, the client try with Stripe plugin and it works.

The problem bust be on the communication between the client app/bank and Revolut Plugin.

Thank you

Hello,

I see, please reach out to our in App help section and ask for your case to be escalated. We will need some more information and should be able to investigate on a deeper level what is happening. It doesn’t seem to be a plugin problem, more an issue during the processing of the payment.

Kind regards,

Hello,

thank for your answer.

Actually I have tried to explain the situation 3 times but you colleagues always say the problem it’s on our customers banks. we have talked to the clients and investigate this e we got to a conclusion: The clients can buy in all websites and also on ours but with stripe gateway. So the problem it’s not on their side. They should be able to accept the payment even when the 3D secure window is needed. And it should work. But maybe there is something timing out with you plugin.

please give us another solution because we have complaints about this every day.

thank you

Hello,

if you are still continuing to face issues with this, please reach out to us via the App help section and ask for your case to be escalated, as we’ll need to communicate more closely to investigate the issue.

If you are able to recreate this issue, seeing as it’s happening for all 3DS requiring transactions, it would be also helpful to contact your card issuer to ask for the reason of the transaction decline.

Unfortunately we can’t give any more advice or a solution here as continuing to communicate about this issue will require you to escalate this via the in-app help section mentioned above.

Kind Regards,
Matas from Revolut Business