arthuryueh | Stripe Developers | Page 1

versed beaconBOT Oct 21, 2022, 1:35 AM

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jovial arch Oct 21, 2022, 1:36 AM

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Can you share the PaymentIntent IDs and the behaviour that you're expecting?

wicked karma Oct 21, 2022, 1:38 AM

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Hi @jovial arch
Thanks
This recorded case is when adding credit cards the 3ds didn't show. But the according the event log, it should have 3ds popped up.
https://dashboard.stripe.com/events/evt_1LurI7HD3HubdpRJPkE6ODKC

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jovial arch Oct 21, 2022, 1:41 AM

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Is the card details in this video a real card? If so, please delete the video from this channel as this channel is public and visible to everyone

wicked karma Oct 21, 2022, 1:43 AM

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ok

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thanks

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But alex-stripe said you need the recording yesterday right ?

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Have you seen the video ?

jovial arch Oct 21, 2022, 1:44 AM

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Yup! I've watched the video

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I'm looking at the logs of this event ID you shared

wicked karma Oct 21, 2022, 1:45 AM

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got it thanks

jovial arch Oct 21, 2022, 1:49 AM

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The setup intent here showed that 3DS was completed successfully in seti_1LurI5HD3HubdpRJEpSOhGWw: https://dashboard.stripe.com/setup_intents/seti_1LurI5HD3HubdpRJEpSOhGWw

However, your server detached this payment method from the customer afterwards: https://dashboard.stripe.com/logs/req_W6i6WfAmuDhe8O

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Every card issuer has different 3DS authentication

wicked karma Oct 21, 2022, 1:50 AM

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yes, he's testing the 3ds, so he attach and detach repeatedly

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He used the same card

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It should have 3ds authentication every time when he add the same card right ?

jovial arch Oct 21, 2022, 1:52 AM

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I see! From the logs on our end, I can see that the customer was redirected to complete 3DS, then the bank informed us that 3DS was successfully authenticated

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Every bank issuer has different form of 3DS authentication and it was likely that this issuer has its own way of 3DS authentication which might not need an UI to display

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Can you try a different card from different issuer to check if it's the same?

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It's likely that this is how 3DS authentication from this bank works

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As part of 3DS2, it introduces frictionless authentication: https://stripe.com/en-gb-us/guides/3d-secure-2

wicked karma Oct 21, 2022, 1:57 AM

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jovial arch Every bank issuer has different form of 3DS authentication and it was likely tha...

So you mean if I attach then detach the same card repeatedly, it's possibly that 3ds may not show up ?
Is there any chances that the 3ds should show up but it didn't. In this case, 3ds might be successfully or incomplete ?
We recently have many 3D Secure attempt incomplete incomplete events. And cause us a lot issues.

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Those events happened in HK.

jovial arch Oct 21, 2022, 2:01 AM

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This is a separate issue.

The video and sample ID you shared went through 3DS and completed 3DS authentication. The reason why it didn't show up an UI and 3DS was successful was due to frictionless authentication where the card issuer had enough data and decided not to challenge the customer with an UI: https://stripe.com/en-gb-us/guides/3d-secure-2

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If a card issuer decides to go through challenge authentication, i.e. asks the customer perform authentication via an UI, then the authentication window will appear

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If the integration was correctly done, 3DS window should appear to ask customer to complete **challenge authentication **

wicked karma Oct 21, 2022, 2:05 AM

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jovial arch Can you try a different card from different issuer to check if it's the same?

ok got it, so it's not controlled by your side, I've read the document and thought there is a field request_three_d_secure: any , if we use this, can we force 3ds authentication all the time if it's available?

jovial arch Oct 21, 2022, 2:07 AM

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Frictionless authentication is also a form of 3DS authentication, so the behaviour in the video will still happen

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With request_three_d_secure: any, it will always trigger 3DS including both frictionless and challenge authentication

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I'd recommend trying in test env with 3DS test card to check if the 3DS window pops up (if you can't get a live card to run on challenge 3DS flow)

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If your testing pops up, then it's likely that the customer really didn't complete 3DS authentication

wicked karma Oct 21, 2022, 2:26 AM

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ok got it, gonna ask another issue 🙏

Is there any logs that we can check that 3ds authentication showed but clients didn't finish it ?

We recently have many issues like this, and clients said that they have entered the authentication codes but stripe logs showed 3ds attempt incomplete. But not all clients have this issue

Our people said that it seems started happening from Sep

jovial arch Oct 21, 2022, 2:30 AM

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I'm afraid this will not be possible as the 3DS is done at client and Stripe doesn't have the visibility

wicked karma Oct 21, 2022, 2:31 AM

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But we use ios and android stripe sdk to achieve the 3ds auth, would the sdk leave some logs ?

jovial arch Oct 21, 2022, 2:41 AM

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I'm afraid it's not available in mobile logs with the usage of Stripe SDK

wicked karma Oct 21, 2022, 2:50 AM

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But how does stripe know the 3ds auth succeeded ?

jovial arch Oct 21, 2022, 2:56 AM

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After 3DS is completed, Stripe will receive the outcome from the issuer

wicked karma Oct 21, 2022, 3:09 AM

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So Stripe side will only be informed by the issuer when 3DS failed (with the reason) or succeeded ?

jovial arch Oct 21, 2022, 3:11 AM

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Yes, Stripe will only be notified with the 3DS outcome

wicked karma Oct 21, 2022, 3:40 AM

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Hi @jovial arch
If a client completed the 3DS then no response, and app hang and need to kill app then reopen it.

Will it be some issues of the Stripe SDK ?

jovial arch Oct 21, 2022, 3:44 AM

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If you're able to provide a video or the steps to reproduce the behaviour, we can look into it

wicked karma Oct 21, 2022, 3:44 AM

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ok thank you. I'm trying to get it 🙏

wicked karma Oct 21, 2022, 5:05 AM

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Hi @jovial arch I got
You have exceeded the maximum number of declines on this card in the last 24 hour period. Please contact us via https://support.stripe.com/contact if you need further assistance

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What can we do to solve this for the customer ?

worn igloo Oct 21, 2022, 5:05 AM

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👋 taking over here

wicked karma Oct 21, 2022, 5:05 AM

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Hi @worn igloo please help

worn igloo Oct 21, 2022, 5:06 AM

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That's an error from the customer's bank to the customer themselves. There is almost nothing us (Stripe) or you (merchant) can do. Best course of action is asking customer to contact their bank

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The bank simply declined the customer transaction

wicked karma Oct 21, 2022, 5:11 AM

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Hi @worn igloo
But the clients said they have checked with bank, bank says all ok.

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Could you help check is there anything wrong when the requests send to them ? like the data we send to them wrong or something else wrong ?

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I can give you the payment intent id

worn igloo Oct 21, 2022, 5:14 AM

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Sure, please send an ID here

wicked karma Oct 21, 2022, 5:18 AM

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pi_3Lt8GTHIt450iiBT03uFIaRj
pi_3LszH9HIt450iiBT0rzkdfO7
pi_3LsyujHIt450iiBT1D56nFw6

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Hi @worn igloo Please help, recently many payment issues impact our business a lot 🙏

worn igloo Oct 21, 2022, 5:23 AM

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Yes I am looking

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So those 3 PI failed due to a same error message you provided above. I noticed they all used same card and that card was probably declined too much in the last 24 hours

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If the customer could wait for 24h they should be able to use it again

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https://dashboard.stripe.com/payments/ch_3LsnBmHIt450iiBT1Ibyngac

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So this is the first failed Payment of that specific card. It's a generic decline from the bank

wicked karma Oct 21, 2022, 6:06 AM

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@worn igloo
Some clients bumped into this: (CA is our app)

complete 3DS then no response, CA hang and need to kill app -> open CA again

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This situation looks like bank's 3ds issue ?

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We use Stripe SDK in our app to do 3ds

worn igloo Oct 21, 2022, 6:11 AM

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That sounds like an issue with the CA app (your app?) You would need to see if there is any log for the hang + kill moment. It could probably an bank issue, but you only can tell if you can prove it only happen with a specific bank

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if that happens to various different banks, then possibly something is wrong with the integration

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I would suggest looking closer at crash report or add more log in your app, and find pattern of those situations

wicked karma Oct 21, 2022, 6:21 AM

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We found most of the records are HSBC mastercard

#arthuryueh