The Problem Explained
What is 3DS?
3D Secure, aka 3DS, is an authentication method that adds an extra layer of security to e-commerce transactions. It enables the exchange of data between the merchant, card issuer and, when necessary, the consumer, to validate that the transaction is being initiated by the rightful owner of the account.
Why does 3DS authentication fail when the card is working for offline payments?
If a credit card is not 3DS enabled by its banking institution, it will fail to pass the 3DS Secure Authorisation test when making online payments, as the bank will decline the authorisation.
During customer checkout, there can be 2 scenarios for 3DS failure error messages:
The payment fails the authorisation and capture markers for 3D Secure, and funds are not withdrawn from the customer's credit card account.
The transaction is authorised but not captured, resulting in an incomplete authentication. This results in the customer's bank temporarily holding the funds, which appear as a deduction on their credit card statement. However, the funds will be returned as the transaction is incomplete due to the capture failure. The bank will automatically issue a purchase reversal to reimburse these held funds.
While this payment failure may happen to the customers of any of our Buzz Cloud Users, Business Cloud Merchants in particular can check the status indicators next to individual transactions on the Payment Table. Light orange status markers, as shown in the image above, indicate 3DS Authorisation failure as the reason for the declined payment status. Buzz Cloud User clientele experiencing these issues will also receive an error message at checkout when their payment is declined.
The Solution Explained
Can the customer fix this issue?
Yes, it's possible to fix this issue. However, as previously discussed, this is caused by the issuing bank of the credit card holder. Therefore, customers must contact their bank to resolve the issue.
How to fix the 3DS Authentication Failure Error:
Follow the steps outlined below to resolve this card failure issue and have your payment processed:
Step 1
Before reattempting payment, confirm with your bank that your card is 3DS enabled.
Step 2
Notify the bank that you are about to do a NEW payment using Buzz Media Limited's gateway. If the bank representative asks if it is possible to authorise the previously failed transaction, please let them know this will not be accepted by our system. The entire checkout process must be repeated and have successful authorisation during the specified checkout window, as the dates and times of the transactions and authorisations must align.
Step 3
Retry the transaction.
You're all set!
If you require further assistance, please send us a message via live chat, and we will work together to troubleshoot any issues. Click on this image located on the bottom right of your screen to chat with us.
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