We have a site with stripe payments and we are finding that the 3ds isent popping up causing payments to be incomplete on a regular basis, the payments that dont require 3ds are passing without an issue but the the ones requiring 3ds are either getting “3D Secure attempt incomplete The cardholder began 3D Secure authentication but has not completed it.” with the occasional one getting “3D Secure authentication succeeded This transaction has been authenticated with 3D Secure 2. The customer was authenticated via a frictionless flow, without any additional input from them.”
in stripe “Request 3DS if 3D Secure is required for card” is enabled, I used a staging site to remove all other plugins to see if they where the issue but that didn’t help.
but the the ones requiring 3ds are either getting “3D Secure attempt incomplete The cardholder began 3D Secure authentication but has not completed it.” with the occasional one getting “3D Secure authentication succeeded This transaction has been authenticated with 3D Secure 2. The customer was authenticated via a frictionless flow, without any additional input from them.”
Can you please check if there are any patterns or similarities to these orders? Like, same products, same categories, same shipping locations, etc?
Please provide the fatal error logs (if any) under WooCommerce > Status > Logs that starts with woocommerce-gateway-stripe. You can redact any confidential information here.
in the fatal error log we are getting:
This log pertains to the WooCommerce Payments plugin which has been addressed by version 5.1.2 already.
Hi, its all the orders that try and use 3ds other than the odd one thats “frictionless flow” which im assuming means the popup doesn’t happen.
Can you please share with us a clear screenshot of what you see on your end so that we could address you more effectively?
If you don’t already have a screenshot service installed, you can try https://snipboard.io or http://skitch.com/. You can share the direct link to the image as a response to this topic.
Hi, Sorry for the delay, ive just gone through it, its hard to get a screenshot as it goes from the payment screen where i put the card details in (test mode using a test card that requires 3ds) and it loads for a moment before redirecting to the main page with a lot of additional in the url /#confirm-pi-pi_3MM……………..
its then added to the orders but as pending payment
Can you please check if the order was created in this case? If so, please check the order notes, and provide us the message received on it. Be sure to redact the sensitive information (names, emails, etc).
Looking forward to hearing from you.
This reply was modified 3 years, 3 months ago by Igor H.
I’d need to ask for additional pieces of information, sorry for asking.
Can you please share a copy of your site’s System Status Report? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.
Please navigate to WooCommerce > Settings > Payments > stripe > settings > advanced settings > Log error messages. Make sure debug mode is enabled. Then you can make a test order to see if the issue is present again.
If the issue is present again, please head to WooCommerce > System Status > Logs (Select Stripe from the list). And provide us with the error log generated. Don forget to redact the sensitive information such as names, emails, etc.
the webhook error at the start of the log is because we are using a staging and live site and this is the staging, we have the same issue on both though, if you would like the log from the live site just let me know.
Upon checking the error log, it looks like the Webhook Secret is not correct on the site, so please double-check. You can refer to this documentation here:
If the 3D secure is not popping up after that, can you please temporarily switch the site’s theme to Storefront, and disable all plugins except WooCommerce and WooCommerce Stripe Payment Gateway to see if that way it works?
I recommend installing the Meks Quick Plugin Disabler, it will help you to remember what plugins you currently have active, so it’s easy to switch them back on.
