Kromolabs Developer

[hollow merlin]

Hi!

[solemn garnet]

Taking a look!

[hollow merlin]

Thanks a lot

[solemn garnet]

'Now showing at all' – is there somewhere I can reproduce that? Is there video?

All I can see from our logs is that 3DS auth failed

[hollow merlin]

Mmmh i think that there should be hotjar videos

I'll check that

Yes we have hotjar recordings... I'll give it to you in a moment

[solemn garnet]

Thanks!

[hollow merlin]

https://insights.hotjar.com/r?site=3153526&recording=15406469825&token=193419501c2a87aad9287678a958c2e5

you can watch from 2:30

I guess the popup didn't show because the authentication failed before?

Though my customer says that they use this card in every other online ecommerce

In case we have other videos where my customer tried different cards but the same problem appears

[solemn garnet]

Can you share your front-end Stripe.js implementation that calls confirmPayment?

[hollow merlin]

sure

here it is

I guess that this is correct because in test mode with test 3d secure cards it shows the popup

here it is thest 3dsecure popup showing

[solemn garnet]

Is this the same customer?

With different cards?

[hollow merlin]

Yes

[solemn garnet]

I suspect something might be blocking the 3DS modal

Adblock, browser extension

Do you have any front-end logging for that session?

Although I suspect any JS errors will just be in their browser

[hollow merlin]

https://insights.hotjar.com/r?site=3153526&recording=15405867674&token=d1cc0282be33172968ae98f4e095a6e1

This is the second video

Same customer, 2 different cards

[hollow merlin]

I don't think unluckily

[hollow merlin]

Yes but it shouldn't reload the page in this case

[solemn garnet]

My first suggestion would be for them to try an incognito sessions or disable any browser extensions/ad block. This sounds like an issue specific to this customer as opposed to a larger integration issue

[hollow merlin]

Ok, i'll surely try that