Support » Plugin: WooCommerce Stripe Payment Gateway » 3D Secure payments not working

  • Resolved kaloo

    (@kaloo)


    Dear Support,

    I have had quite a few calls today as customers are unable to complete 3D Secure on the Woocommerce Stripe checkout, all that happens is a message that states

    “Almost there!

    Your order has already been created, the only thing that still needs to be done is for you to authorise the payment with your bank.”

    The checkout offers no way to complete 3D Secure.

    I was hoping someone could help me with this please?

    Thanks

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Support Joey – a11n

    (@jricketts4)

    Hi @kaloo – This message replaces the typical message when not using Stripe and indicates a need for paymentIntent.

    To help us further look into the issue, can you provide us with the following?

    1. A copy of your site’s system status report. You can find that at: WP Dashboard > WooCommerce > Status > ‘Get system report’

    2. A screenshot of your Stripe settings: WP Dashboard > WooCommerce > Settings > Payments > Stripe (**please be sure to redact any of your API creds or sensitive information**)

    Thanks!
    – Joey

    Thread Starter kaloo

    (@kaloo)

    Hi thank you very much for your reply,

    
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    screenshot1

    screenshot 2

    Thanks again

    Thread Starter kaloo

    (@kaloo)

    Is there no help available?

    Same here.
    It works in Test mode where there is no 3D secure check, but in live mode, the checkout page simply stays put.

    The stripe log gives it away that in reality, there should be some kind of (3D-Secure) dialog:

    2020-09-23T15:27:41+00:00 DEBUG
    ====Stripe Version: 4.5.2====
    ====Start Log====
    Stripe PaymentIntent pi_[blablayaddayadda] requires authentication for order 12345
    ====End Log====

    So why does the 3D Secure dialog not appear?

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hey @kaloo @therab

    If the Secure Authentication modal is not appearing then this means something is blocking that from coming up. Either a JavaScript error causing the window not to be “generated” or something else from stopping that process.

    Can I ask you to see if there are any JavaScript console errors when this is happening on the Checkout page? https://wordpress.org/support/article/using-your-browser-to-diagnose-javascript-errors/

    Second, if this doesn’t show anything, I’d recommend updating all plugins and the theme, and going through a conflict test using the Health Check plugin – https://docs.woocommerce.com/document/how-to-test-for-conflicts

    Let me know how you get on!

    Thanks,

    Thread Starter kaloo

    (@kaloo)

    Hi, thank you for your reply, I have checked the browser inspector and there are no errors, I have also installed the health check plug in and again there are no errors, I have no idea why this issue is happening.

    However I see “payment_intent.requires_action” in the Stripe dashboard, and also

    Thanks

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hi @kaloo @therab

    Can you replicate this in Live mode when only using WooCommerce, Stripe, and our Storefront theme? No payment needs to be processed but being able to see that popup is important.

    @kaloo

    I have checked the browser inspector and there are no errors, I have also installed the health check plug in and again there are no errors

    When you tried this, did the Stripe log on your site show again the message that @therab shared?

    Stripe PaymentIntent pi_[blablayaddayadda] requires authentication for order 12345

    Thanks,

    Thread Starter kaloo

    (@kaloo)

    Hi in test mode, in the Stripe dashboard I see :

    ALL ACTIVITY
    The payment pi_blablabla for £680.53 requires you to take action in order to complete the payment
    9/30/20, 12:54:05 PM
    PaymentIntent status:
    requires_action
    200 OK
    A request to confirm a PaymentIntent pi blabla completed
    9/30/20, 12:54:04 PM
    400 ERR
    A request to confirm a PaymentIntent pi_blabla failed
    9/30/20, 12:54:04 PM
    A new payment pi_blabla for £680.53 was created
    9/30/20, 12:54:04 PM
    PaymentIntent status:
    requires_confirmation
    200 OK
    A request to create a PaymentIntent completed
    9/30/20, 12:54:04 PM

    On the right hand side in the code section :

    payment_intent.requires_action
    View event detail
    Event data
    {
    “id”: “pi_1HX4oqFnPozx4fUEDyM0TYOo”,
    “object”: “payment_intent”,
    “last_payment_error”: null,
    “livemode”: false,
    “next_action”: {
    “type”: “use_stripe_sdk”,
    “use_stripe_sdk”: {
    “type”: “three_d_secure_redirect”,
    “stripe_js”: “https://hooks.stripe.com/redirect/authenticate/src_blablabla client_secret=src_client_secret_blablabla”,
    “source”: “src_blablabla”,
    “known_frame_issues”: “false”
    }
    },
    “status”: “requires_action”,

    In live mode after installing the Storefront theme, using my own card :

    ALL ACTIVITY
    The payment pi_blablabla for £32.53 requires you to take action in order to complete the payment
    9/30/20, 2:05:01 PM
    PaymentIntent status:
    requires_action
    200 OK
    A request to confirm a PaymentIntent pi_blablabla completed
    9/30/20, 2:04:59 PM
    A new payment pi_blablabla for £32.53 was created
    9/30/20, 2:04:58 PM
    PaymentIntent status:
    requires_confirmation
    200 OK
    A request to create a PaymentIntent completed
    9/30/20, 2:04:58 PM

    and on the right in the code section :

    payment_intent.requires_action
    View event detail
    Event data
    {
    “id”: “pi_blabla”,
    “object”: “payment_intent”,
    “last_payment_error”: null,
    “livemode”: true,
    “next_action”: {
    “type”: “use_stripe_sdk”,
    “use_stripe_sdk”: {
    “type”: “three_d_secure_redirect”,
    “stripe_js”: “https://hooks.stripe.com/redirect/authenticate/src_blabla client_secret=src_client_secret_blablabla”,
    “source”: “src_blablabla”,
    “known_frame_issues”: “false”
    }
    },
    “status”: “requires_action”,

    I hope this is helpful.

    Thanks

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hi @kaloo

    To confirm – you were unable to get the authentication popup when only Stripe and WooCommerce were active and using our Storefront theme, nothing else active on the site? Is this the same for all browsers?

    Have you made any changes to the Stripe.com Radar Rules? https://dashboard.stripe.com/radar/rules

    I haven’t seen other examples of this so if it was a plugin-specific problem then we’d have seen a spike in contact and I’m afraid we’re not so something specific to you & @therab’s sites are affected by a conflict that doesn’t allow the popup to display.

    Thanks,

    Thread Starter kaloo

    (@kaloo)

    Hello,

    I have tried deactivating and even deleting all plugins and using only the storefront theme, I have tried with no changes to radar rules and I have also tried disabling radar rules.

    There is no change at all.

    Plugin Support Elvira K

    (@treibalen)

    Hi there @kaloo,

    Thank you for getting back to us and for all the troubleshooting you did so far!

    Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hey @kaloo

    We haven’t heard back from you in a while – I hope this means we were able to help out via WooCommerce.com support!

    I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Thanks,

Viewing 12 replies - 1 through 12 (of 12 total)
  • The topic ‘3D Secure payments not working’ is closed to new replies.