Payments stay "open" despite proceeding to checking out

[jovial yoke]

Hello everyone,

We are experiencing an issue where we :

• Generate Payment URLs using Mollie's API
• Open these URLs
• Chose the wanted payment method
• Proceed to payment.
• Confirm with bank
• Get redirected to the credit card payment menu

The mollie dashboard says all these payments expired, while the side payment evolution timeline says that the "Credit card payment failed"

Please see the attached video and screen to better visualise the issue (Note that the interface is orginally in French and got it translated automatically using the browser option)

Everything has been working great using the Sandbox environment, but the payments in live mode never succeed.

Any tips ? Is our account lacking something ? Knowing that some of our other credit cards didn't even get to the Bank interrogation as we got a 3-D secure error above the credit card bank input field.

@winged knoll @pastel zodiac @left gazelle

Thank you very much.

[winged knoll]

Hi! Just a quick note: Mollie Dev Comm isn’t an official support channel, so please don’t tag Mollie staff here. Everyone works on different products, so it won’t help to ping someone who isn’t involved with payments or card flows 😉

Right now our PMs are at an offsite preparing for 2026, so it may take a bit before we can pick up your request. If it’s urgent, please contact [email protected]
Otherwise, thanks for your patience until we’re back at full capacity 🙏

[jovial yoke]

Apologies for the tags Klaudia and thank you for your answer.

I contacted support and had an answer generated by AI, whicj unfortunately doesn't much help my case as I have already explored all the solutions it listed.

How can I redirect this to a real person behidn support ?