#g105b_api
wraith grottoBOT
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- g105b_api, 1 day ago, 5 messages
echo lintelBOT
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latent siren
👋 happy to help
verbal pecan
:) hi
latent siren
I'm taking a look at the PI you sent to understand the issue
does it happen for several customers? or just the same customer but multiple times?
verbal pecan
Yes, several customers are affected. Anecdotally, our telephone support line has been off the hook with customers that are failing to make payment.
latent siren
would you mind sharing a couple more so I can check whether it's the same issue?
verbal pecan
Sure. Let me get the IDs for you...
- pi_3PqLdMHorLyYqvBK0mEHHBpk
- pi_3PqKX8HorLyYqvBK14NuzG3r
- pi_3PqKSiHorLyYqvBK0bgoiBCy
- pi_3PqLdMHorLyYqvBK0mEHHBpk
These customers all claim to have not seen any messaging from their bank in regards to 3DS Protection (like codes sent to their phone, etc.)
verbal pecan
Sure
latent siren
It's best to reach out to https://support.stripe.com/?contact=true with a list of all the PI you shared with me.
verbal pecan
OK, will do, but as for development help, could you advise me on whether there is anything you know about that I should be doing for 3DS protection within our website?
The reason I ask is because all of the user interface is generated by our website, and if there needs to be a 3DS popup or something like that, maybe I should know about it and I'm not performing it?
One last question - is there a way I can use Stripe's development mode to test 3DS protection, as the test card details I use always go straight through. I'm not sure how this could be tested to be honest, but I'm just asking in case you have any ideas.
latent siren
I'm pretty sure this is not a problem of how you're handling 3DS
some of these PIs you shared have generic declines without even passing through 3DS
and in these cases the customer just needs to reach out to their issuing bank to see why it was declined
in all cases, if you're seeing an increase number of declines, we can't really help you here because this needs to be evaluated by our team that handles auth, this is why I suggested contacting https://support.stripe.com/?contact=true
verbal pecan
OK I will continue to investigate this with Stripe support, and with the customers affected.
Thank you for your time.
latent siren
sure let me know if you need any more help