#jslaybaugh - 3DS incomplete
dawn drift
Hello, can you tell me a bit more about how this account might be different from the others? Are they using their own flow or is this the same code that your other accounts take payment with?
willow mural
Same code. I can share a payment intent id that is incomplete
And again, even other payments in this same account seem to be passing 3d secure
but they're saying that about 150 have been incomplete, so its not nothing
The description we've received from our customer is that their customers are seeing "We've had issues with a number of payments being declined because they are failing at the 'requiring extra 3d authentication' stage. No extra authentication window is appearing on the page though, it just goes to a blank page but has a circle spinning and the payment isn't taken. On Stripe's page, it says the payment is 'incomplete' because 'The Customer must complete an additional authentication step' but there is no way of actually doing that additional step! We are now inundated with people who are unable to make payments."
dawn drift
Yes, IDs will be helpful
willow mural
We technically don't have any "spinners" on our page, but the stripe 3ds page does have a spinner on it so we're thinking it might be in that dialog?
dawn drift
And are your other users able to display the 3DS flow to customers?
willow mural
Here is one pi_3KslNxEHimWJ9DzA0ofdzfd5
And here is one for the same connected account that successfully completed 3d secure pi_3KslHuEHimWJ9DzA1YOqPaWN
dawn drift
Thank you
Yeah those definitely look similar but I just don't see the user returning from the 3DS auth. Can you tell me more about the blank page with a spinning circle? At that point do you know if the URL is yours or ours or the banks?
willow mural
No, that's unfortunately where I don't have any more details. I was hoping that you could see something on the back end to see if all the incompletes are maybe the same issuing bank and they were timing out or something
looking at their payments page, I believe the "150" they're claiming is the 123 incompletes
and that goes back almost 2 months
But another UK connected account that does more volume only has 32 "incomplete" since March 7. And all those incomplete's specifically say that they failed the 3d secure
So it really seems like something specific to this account is having some sort of intermittent issue where the 3ds process "hangs"
silk anvil
Hi @dawn drift! If it helps we're using Stripe React Elements, with a CardElement and createPaymentMethod to generate a new paymentMethodId. We try to authorize a payment and if 3DS is required we call stripe.handleCardAction clientside, which always opens the 3DS modal for me when using the stripe test cards
slender wagon
Hi 👋 I'm stepping in for @dawn drift give me a minute to catch up
silk anvil
Thanks @slender wagon !
slender wagon
Okay so the first PI (pi_3KslNxEHimWJ9DzA0ofdzfd5) never appears to be confirmed.
The second goes through the 3DS redirection.
But that's an odd order. I'm used to seeing the /confirm before the source_redirect_complete. But may be something changed in how Stripe.js orders those API calls
willow mural
Yeah... and the real issue here is that it only appears to be affecting this singular connected account. Is there anything you can see behind the scenes @slender wagon that lets us know if all these are the same card brand or card issuer or anything that could help pinpoint why these aren't ever completing?
slender wagon
Okay so just one connected account, using your React-based UI, is failing to redirect to 3DS?
willow mural
Yes, and only sometimes. Those two PaymentIntent's I sent were from the same connected account
But the users are complaining that it just "spins"
and we don't have spinners, so I think it might be in the stripe 3ds dialog
like when going through a particular issuer's flow? I don't know much about that obviously
slender wagon
I think it might be. The 3ds modal just loads what the issuer provides.
willow mural
Does stripe have any logging around that to confirm if something loads or times out or whatever?