nlgcars | Stripe Developers | Page 1

tidal fiberBOT Mar 30, 2023, 1:39 PM

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agile cape Mar 30, 2023, 1:40 PM

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Hi there

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Do you have more info?

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What does "can't pay" actually mean?

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They are seeing an error?

cerulean crystal Mar 30, 2023, 1:56 PM

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hi they receive a message that said their card can't be authenticated

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I'll try to get a screenshot from the customer

agile cape Mar 30, 2023, 1:58 PM

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Okay an example PaymentIntent ID would be helpful as well

cerulean crystal Mar 30, 2023, 2:04 PM

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"ch_3Mr1x0KWWo8M1DMk0yLWTzKz",,,"2023-03-29 16:34","399,40","0,00","eur","399,40","0,00","0,00","0,00","eur","Failed",,"cus_NcGUFDjePLuyIa",,"xxx@gmail.com","false","pm_1Mr1xIKWWo8M1DMkJF8uskIa",,

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here is the exported data

agile cape Mar 30, 2023, 2:05 PM

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Taking a look

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So that specific charge failed because it exceeded retries and hit a rate-limit error: https://dashboard.stripe.com/logs/req_PRk4djN37xwjNM

cerulean crystal Mar 30, 2023, 2:08 PM

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indeed the customer tried many times because her request to pay were rejected by the platform.

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let me query and find the first occurence

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"ch_3Mr1TNKWWo8M1DMk1sZY0t1S",,,"2023-03-29 16:31","399,40","0,00","eur","399,40","0,00","0,00","0,00","eur","Failed",,"cus_NcFzaFojSULlWM",,"xxxx@gmail.com","false","pm_1Mr1uiKWWo8M1DMkbQGjQ6Px",,

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this seems to be the first one

agile cape Mar 30, 2023, 2:10 PM

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Don't think so. Same error: https://dashboard.stripe.com/logs/req_csaPNwnT9yZNEJ

cerulean crystal Mar 30, 2023, 2:13 PM

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this is what I can see on the interface

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I can see that there are many try to authenticate the payment but all failed

agile cape Mar 30, 2023, 2:14 PM

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Can you give me that PaymentIntent ID from the top right?

cerulean crystal Mar 30, 2023, 2:15 PM

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pi_3MqzCuKWWo8M1DMk1ltlQgwS

tidal fiberBOT Mar 30, 2023, 2:15 PM

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agile cape Mar 30, 2023, 2:18 PM

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Looking

cerulean crystal Mar 30, 2023, 2:19 PM

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here is the customer screenshot he just made

agile cape Mar 30, 2023, 2:20 PM

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Okay I am seeing that the issuer is declining the 3DS authentication here. I can see internally that they declined due to Suspected fraud

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So the only path forward here is for the customer to reach out to their bank

cerulean crystal Mar 30, 2023, 2:22 PM

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I will tell her. but she already contact her bank and they told her that there is no problem with the card 😦

agile cape Mar 30, 2023, 2:23 PM

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Hmm yeah that's not what I'm seeing. That said, I'm not an expert in declines -- we focus on the API here. So if you want you can reach out to our Support team and have them take a look. You can contact them via https://support.stripe.com/contact/login

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But the decline I'm seeing is specifically from the issuer for suspected fraud

cerulean crystal Mar 30, 2023, 2:25 PM

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Okay I'm asking to call the bank. if after that the issue is not resolved I will contact your support team. Many thanks

#nlgcars