#tonyball333_3ds-failure-details
cloud wolfBOT
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clever phoenix
Hi! Can you share an ID from your Stripe Dashboard for one of the payments that failed?
eager raptor
ObjectId: seti_1QonupKffpczxeLxjlgwcv8A EventId: evt_1QonvGKffpczxeLxz2kUocJD
Normally, I see a card failure reason when submitting card details fail. In these instances though I cannot determine the underlying specific reason from the error message supplied.
clever phoenix
There's a URL in the Event at object.last_setup_error.doc_url that points to https://docs.stripe.com/error-codes#setup-intent-authentication-failure
eager raptor
Unfortunately, that link doesn't offer any detailed information on possible causes or solutions. Its very hard to placate a customer when I myself don't understand what the error specifically relates to, and whether its to do with the users card or something in the code that causes banks randomly reject the data passed.
clever phoenix
There's really no way to know why the bank decided to require 3DS - they can do it any time they want. If you get the setup_intent_authentication_failure error, it just means you need to have the user provide a different payment method.
The users do not see a bank pop-up screen appear and so the authentication process hasn't got that far.
Is this all users? Some users?
eager raptor
Some users, different connected accounts, and card types.
clever phoenix
This sounds more like an issue with the bank's website, or potentially their browser - these kinds of things are very hard to diagnose.
From a "what do you do" perspective, you just need to get those folks back to give you a different payment method because that one failed.
eager raptor
Yeh, I appreciate how hard this type of diagnosis can be. Is it the case though that the error message is generated because the bank required 3ds, tried to get that from the customer, but never received a response?
clever phoenix
In this case, the card failed to be authenticated. It's ~impossible to know why the bank made that choice.
eager raptor
But it was definately the bank that made that choice?
clever phoenix
It may have been a failure of the bank's 3DS system, or it may be a failure of the customer to effectively authenticate; I'm not sure the details are provided.
No matter, the solution is to let the customer know that their card didn't work and you need them to try again.
eager raptor
Are banks usually able to tell the customer why an authoisation failed? i.e. if they speak to the bank directly. As far as the solution goes, that makes sense and I will pass that onto our connected account customers.
clever phoenix
Yes, they can totally do that, but whether they can answer it and what info they provide will of course depend on their bank.
eager raptor
Thanks for your assistance
clever phoenix
Re: the solution, this is something you as the Platform could do - capture these, and send a new payment method link to the customer via email.
Depends on your integration of course - and also you're welcome! 🙂
eager raptor
👍
cloud wolfBOT