Stripe SCA authentication failed.

Resolved robh25
(@robh25)

1 year, 9 months ago

Hello,

We seem to be getting the following issue on some orders when customers are checking out ‘Stripe SCA authentication failed’.

Can you please advise what might be causing this? Has something changed recently that we are not up to date with possibly?

Thanks

Viewing 10 replies - 1 through 10 (of 10 total)

Thread Starter

robh25

(@robh25)

1 year, 9 months ago

It seems to be an issue with the 3D secure authentication.

carolm29 (woo-hc)

(@carolm29)

1 year, 9 months ago

Hey there, @robh25! Thanks for contacting us. I’m happy to help you.

It seems to be an issue with the 3D secure authentication.

You are correct, it does have to do with 3DS.

How often is this happening?

Do you know if all 3DS authentication is falling or just some?

If it is just some, do you see any similarities between those?

Please go to WooCommerce > Settings > Payments > Stripe > Settings > Advanced Settings > Enable Log error messages > Save the changes.

If you think you are able to replicate the issue, please run a test order to do it. If not, once you get a new order with the issue, please share the Stripe error logs with us (they will only show when an order is placed after enabling this).

You can find the logs under WooCommerce > Status > Logs, and you can use the selector to search for Stripe issues.
Please also search for fatal errors there and share them with us.

Lastly, can you please share the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support?

Looking forward to your reply.

Have a wonderful day!

Thread Starter

robh25

(@robh25)

1 year, 9 months ago

Hi, Thanks for the quick reply.

I have now turned on the log error messages.

Here is a list of recent failed transactions https://ibb.co/Hx10z5C

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This reply was modified 1 year, 9 months ago by robh25.
This reply was modified 1 year, 9 months ago by robh25.

Zee

(@doublezed2)

1 year, 9 months ago

Hello robh25

Thank you for your reply.

To determine the cause of the problem I need to collect more information.

Could you tell me how many orders had this issue out of total orders in the past week?
I am trying to determine the frequency of this issue.

Next, could you go to the affected orders and edit them individually?
Then share the screenshots of Order Notes (found on the right-hand side) with me.
This will allow me to inspect the order details and find any common factors.

Lastly, I suggest you create a test product with a minimum price.
Then purchase it using a 3DS-enabled card to check if the issue happens with your card.
Let me know about your findings.

Once I have this information, I will be in a better position to assist you further.
Looking forward to your response. 🙂

Best regards.

Thread Starter

robh25

(@robh25)

1 year, 9 months ago

Hi,

All the affected orders are on the link on the post above.

Here is the common error we are getting in the notes: https://ibb.co/NN5thTM

Can we enable test mode on our staging site and do a test that way?

Thanks

carolm29 (woo-hc)

(@carolm29)

1 year, 9 months ago

Hey, @robh25!

Can we enable test mode on our staging site and do a test that way?

Yes, you can 🙂 Please let us know how it goes.

I checked the list of the failed orders and I see there’s 8 of them correct. Do you mind sharing how many orders in total you had since June 3rd?

Have you had any since enabling debug mode? If so, can you please share the error logs?

Can you also please share any fatal errors you have on the error logs too?

Looking forward to your reply.

Have a wonderful day!

Thread Starter

robh25

(@robh25)

1 year, 9 months ago

Hi,

Since 3rd june we have had 75% successful and 25% failed.

We think the customer is not seeing the 3D secure pop up to enable them to verify the payment. They tell us it doesn’t appear on screen and that there are no pending notification in their banking apps to authorise such a payment yet stripe says they failed 3D authentication.

The 3DS only seems to kick in on high value orders which is making it difficult for us to test it on a minimum price product.

Maybe we need to wait for log error messages on future orders to find the issue?

Thanks

Thread Starter

robh25

(@robh25)

1 year, 9 months ago

Ok we now have some log errors, what is the best way to send them to you?

carolm29 (woo-hc)

(@carolm29)

1 year, 9 months ago

Hey, @robh25!

We think the customer is not seeing the 3D secure pop up to enable them to verify the payment.

All the failed orders were from the same customer?

The 3DS only seems to kick in on high value orders which is making it difficult for us to test it on a minimum price product.

If you set up the testing environment you can use Stripe 3DS test cards to check.
You can find more about this in this guide and this guide.

Maybe we need to wait for log error messages on future orders to find the issue?

If you are unable to replicate the issue on the testing environment, it is possible we might need to wait. But let’s see if the testing help us 😃

Looking forward to your reply.

Have a wonderful day!

carolm29 (woo-hc)

(@carolm29)

1 year, 9 months ago

Hey! Sorry, I sent the message before seeing your reply.

You can copy and paste them via https://quickforget.com/ (please allow enough time and views so we can check it) or https://github.com/, which ever you prefer 🙂

Looking forward to your reply.

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