businessrevolutsupport_cornel

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,

We are sorry to hear you had a bad experience with our plugin but before writing the review did you reach out to us so we could help solve it?

Each website is different and plugin/theme conflicts can arise. It is best practice to have a staging website where you first make any changes to test if it does not break anything. Only after thoroughly checking all still works on the staging website, should you make any changes in production website.

You can always reach out on the forum or directly to our in App support and ask for you case to be escalated (this will reach our team). Through this process we will be able to have a closer look at your setup and hopefully solve the problem or at least point to a direction of where it could be coming from if it’s not caused by our plugin directly.

You can follow these steps to reach out to our in App help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Please let us know if we can assist you.

Kind regards,

Thank you for confirming

Hello,

Downgrading will not be necessary. We found the issue and released a new version. Please upgrade to the latest one (4.16.2).

Once updated, can you please confirm if the solution fixed the problem?

Kind regards,

Hello,

Thank you for bringing this to our attention. We have passed this on to our lead developer and we are investigating it with top priority. Will keep updates on this post when a solution will be issued.

Thank you for your patience and we apologise for this inconvenience

Kind regards,

Hello,

Before updating to the latest version of our plugin did you encounter this issue?

Please reach out to our in App Help section and ask for your case to be escalated. To further debug this we would need you to share information that should not be shared on a public forum.

Follow these steps to reach out to our help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Kind regards,

Hello,

Which version of our plugin do you have?

Kind regards,

Hello,

Please reach out to our in App Help section and ask for your case to be escalated. This sounds more like an account issue than a technical problem with the plugin. Most likely you do not have permissions for card/debit payments on your revolut merchant account.

Follow these steps to reach out to our help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Kind regards,

Hello,

just letting you know our plugin is now compatible with WooBlocks.

Kind regards,

we have fixed the issue, there is a new version that has just been released. Please update and confirm if it’s fixed from your side as well.

Thank you again for flagging this!

• This reply was modified 3 months, 3 weeks ago by businessrevolutsupport_cornel.
• This reply was modified 3 months, 3 weeks ago by businessrevolutsupport_cornel.

Hi,

Thank you for reaching out to us and flagging this issue. It looks like if the customer refreshes the page, he will be able to continue with the payment as expected.

However, this should not be necessary, our developers are already looking into this and we will try to issue a fix as soon as possible.

Will keep you updated.

Kind regards,

Hello,

This sounds more like a problem with your Revolut Merchant account.

Please reach out to our in App Help section, you can follow these steps to reach out to our help section:

Open the Revolut Business App- Click on your account name on the top left of your screen.

• Open “Help” section.
• Scroll down until you see “Chat” option.
• Click on “Start new chat” (chat bubble icon)

Kind regards,

Hi @delanthear ,

Please follow the steps described by Mohamed.

Kind regards,

Hello,

Please reach out to our in App Help section and ask for your case to be escalated. To further debug this we would need you to share information that should not be shared on a public forum.

Follow these steps to reach out to our help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Kind regards,

Hello,

There could be something wrong with your merchant account.

First, please make sure you are using the API_KEY that starts with “sk_” and not “pk_”.

Second, please reach out to our in App Help section and ask for your case to be escalated. To further debug this we would need you to share information that should not be shared on a public forum.

Follow these steps to reach out to our help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Kind regards,