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graceful mantle
Hi 👋 it looks like the issuer indicated that the authentication challenge was not completed successfully. That decision is made by the issuer, so we don't have insight into why they responded that way. I'd recommend having your customers reach out to their bank for clarity on why those transactions were declined/failed.
willow furnace
hello toby thanks for the answer would it be possible to make a very quick call to explain the situations with more details ?
graceful mantle
No, we cannot offer calls in this forum. If you'd like to request a call you will need to reach out to our support team to see if they can accommodate that:
https://support.stripe.com/?contact=true
You're welcome to add more details or context in this thread though.
willow furnace
the issue is that the support team is not very tech oriented , i will explain further in the thread
We are processing around 100 payments by day.
Around 95% doesn't have any issues.
On the 5% of issues we see that 90% of the errors comes from payment method "CB" , and not "VISA" or "MASTERCARD".
We checked multiple times the code on our end and we feel like there's no problem.
We checked with the clients for the errors , and with the same card it worked. They called their respective banks and they told them everything is ok on their side . They have the money on their account and the same card is working with other vendors
we always have the same error on stripe dashboard which is : " Incomplete the customer has not entered their payment method" . But we have screenrecording of thoses users , validating 3DS on their side , and being redirected to the app with an error
graceful mantle
Is the error that the authenication failed?
willow furnace
here is the beggining of an typical error event :
{
"id": "pi_3OpXqmDyHDFYXy7n0NZ3YsoF",
"object": "payment_intent",
"last_payment_error": {
"code": "payment_intent_authentication_failure",
"doc_url": "https://stripe.com/docs/error-codes/payment-intent-authentication-failure",
"message": "The provided PaymentMethod has failed authentication. You can provide payment_method_data or a new PaymentMethod to attempt to fulfill this PaymentIntent again.",
"payment_method": {
.....
graceful mantle
Gotcha, so yeah, looks like an authenticaiton failure. Stripe doesn't determine whether a customer successfully completed an authentication challenge, that flow is handled by the issuer. If we indicate that an authentication challenge failed, it's because the issuer told us the customer failed to completed the authentication successfully. We don't have insight into why they tell us that, which is why the customer would need to work with their bank to understand why their bank is saying they failed to complete authentication.
willow furnace
maybe we are handling the 3DS for "directory_server_name": "cartes_bancaires", the wrong way .
Maybe there is a specific code to handle thoses cards ?
i understand your answer but we have video recording of the users validating the 3DS
it might be related to 3DS2 ? how are we supposed to handle this in the code ?
Maybe i can send you some snippet of code to see if there are some errors in our integration ?
graceful mantle
I do not believe there are concerns with your integration. The 3DS challenge is being initiated and your customers are seeing it, which means the payment is making it to the issuer.
This sounds like a problem on the issuer's end, especially if your customers are seeing the authentication challenge and believe they're completing it successfully but the issuer is still indicating that authentication failed.
willow furnace
so what can we do about this besides asking them to call their bank ?
we know that we are loosing a lot of money on this issue
graceful mantle
Having them talk to their bank is the right path forward here, I'm not sure what to suggest if you don't want to go that route.