#outrageous_courgette_96622

1 messages · Page 1 of 1 (latest)

remote stoneBOT
urban ember
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What is self checkout and how does that URL relate to Stripe?

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If you can share a screenshot of the self checkout you describe that may help

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But I'm going to need more details to understand the issue

agile plume
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This what our developer has advised me - over my head in all honesty. We use payment links via stripe, the customer has gone to the self checkout, via the Stripe payment link, and had this error message pop up

urban ember
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That looks like a 3DS/authentication modal

Your customer has entered their card details, clicked 'pay', we try to authorise the payment and the customer's bank has requested that the customer authenticate the payment

Checkout will facilitate that authentication request in that modal window. What has seemingly transpired here is that the customer's bank is having issues

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Do you happen to have the cs_xxx ID of that particular payment? It's in the URL of the address bar

agile plume
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Let me have a look, I only have that screenshot from the customer but can log into our account to see if any more info on the failed transaction maybe

urban ember
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Sure, or I can take a look if you share your acct_xxx ID

agile plume
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1HoRYsEbjEN2S6HK

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Please if you could - it's asking me for authenticator thing which I can't do grr

urban ember
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Looking

agile plume
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Same error message

urban ember
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I'd recommend deleting that as this is a public channel

agile plume
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Thanks - sorry no clue how this works - deleted!

urban ember
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This was today, right? I don't see a payment attempt with that email address

agile plume
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This was yesterday

urban ember
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Ah ok

agile plume
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The other, before that - was this part of email address: pc@p

urban ember
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Roughly what time?

agile plume
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Can't be sure - but between 8am and 2pm ish

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afternoon I think - without calling to ask

urban ember
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Ok, let me look

agile plume
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2nd attempt with that first email address i gave you, was around 3pm - 4pm ish

urban ember
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Ok, I've found them. 3 payment attempts overall:

As I described, 3DS/authentication was requested by bank/issuer but failed. Likely because the modal error'd

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

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Trying to figure out whether this is an issue at our end or with the bank

agile plume
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Ok thanks

urban ember
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My recommendation would be for them to try with a different card

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Because all 3 attempts used the same card

agile plume
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Ok, thank you - just a strange error message to be presented with - means nothing to the customer to indicate a card issue if that makes sense

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It's just technical jargon, to us and them - so would be better if it was a card related issue, to present something more meaningful to explain.

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Customer has just said to our agent, that they have got no issues with this card, and have used it for other online transactions with no issue?

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No alternative card is available. Unless someone else pays which is not really an option. Any other recommendations of how to overcome this?

urban ember
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Yeah it looks like a bank issue at the time, which can happen. All 3 attempts were within a ~45 minute window so perhaps you just need to try again now?

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Their server essentially timed out when we attempted to acknolwedge their request for authentication, hence the error

agile plume
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Ok great - we will ask them to try again. Can I keep this chat open, to see if any further issues?