Root Cause

• Strong Customer Authentication (SCA) triggered: The transaction exceeded preset limits or was flagged as high-risk, requiring additional 3D Secure (3DS) verification.
• Regulatory compliance enforcement: Laws such as PSD2 require enhanced authentication for certain transaction scenarios.
• Issuer security policies: The card issuer demands further verification for large transactions or unusual spending behavior.
• Customer did not complete authentication: The customer exited or failed to complete the required additional authentication steps.

Troubleshooting and Solutions

• Ask the customer to retry the payment and carefully follow all authentication prompts to complete the 3DS process.
• We recommend that the customer contact their card issuer to understand and resolve any restrictions related to transaction thresholds or security policies.
• Suggest using a different card that may not require additional authentication or have higher transaction limits.
• 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 fully supports the 3DS authentication flow for a smoother customer experience.