Root Cause

• Failed Strong Customer Authentication (SCA): The customer did not successfully complete the required 3D Secure (3DS) authentication process.
• Incorrect or incomplete authentication details: The customer provided incorrect authentication information or failed to complete the required verification steps.
• Authentication timeout or session expiry: The 3DS authentication session expired before the customer completed the verification.
• Issuer restrictions or technical issues: The card issuer rejected the authentication attempt or encountered a technical failure during the process.

Troubleshooting and Solutions

• Ask the customer to retry the payment and ensure they complete all authentication steps when prompted.
• Recommend verifying card details and using the same card to attempt the transaction again.
• Suggest using a different card that supports and successfully completes 3D Secure authentication if the issue persists.
• Advise the customer to contact their card issuer for further assistance if repeated authentication failures occur.
• For pending invoices, you can send ‘Pay Now’ link via Email and guide the customer to use the 'Pay Now' link to complete 3DS and pay pending invoices.
• Ensure that your payment system properly supports the latest 3D Secure version (3DS2) for smoother authentication flows.