mebezac - Declines | Stripe Developers | Page 1

sinful hazel Mar 18, 2022, 6:31 PM

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Hello! I wish I could help, but this chat is focused on developers and technical questions; we can't help with decline investigations here. Our support team will be able to assist you better than I can: https://support.stripe.com/contact

modern cradle Mar 18, 2022, 6:36 PM

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So you have no idea why the 3DS prompt wouldn't be shown even though there's a setup_intent.requires_action event?

sinful hazel Mar 18, 2022, 6:38 PM

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If a Setup Intent requires action when confirmed client-side using Stripe.js or one of our client-side SDKs the customer should be prompted to complete whatever the action is (which is typically 3D Secure authentication for card payments).

modern cradle Mar 18, 2022, 6:42 PM

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Ok, so if they are not prompted, that means it would be an error in Stripe.js, right?

sinful hazel Mar 18, 2022, 6:43 PM

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Possibly, or an error in the integration, or something amiss with the customer's browser.

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Or it could even be an issue with the card issuer's system being down.

modern cradle Mar 18, 2022, 6:43 PM

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We've had them use multiple browsers. They've contacted the bank and the bank said they see no requests coming through and said the payment processor (Stripe) is not working correctly.

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Is there anyway to investigate this?

sinful hazel Mar 18, 2022, 6:44 PM

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You would need to write in to support to get help with this. This is a public server, and I can't verify your identity, so I can't tell you anything about these transactions.

modern cradle Mar 18, 2022, 6:46 PM

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😞 I understand. Writing into support is terrible, we're 2 weeks into a different issue with no resolution with that support right now. Thanks for your help.

sinful hazel Mar 18, 2022, 6:49 PM

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Sorry I can't help further. Support should be able to help you investigate this issue though.

#mebezac - Declines