I have noticed I have more declined transactions (status 2) than usual. What can I do?

With the introduction of the PSD2 guideline, all your customers will have to pass a 3-D Secure authentication check (apart from some clearly defined exclusions and exemptions). To make sure 3-D Secure is correctly rolled out for your transactions whenever necessary, go through this checklist:

  1. Confirm that 3-D Secure is active for all credit card payment methods in your Back Office via Advanced > Fraud Detection > 3D-Secure

    BO-3DS-active.png
    The image above shows where to find the 3-D Secure activation status for your payment methods in the Back Office

    If any of your payment methods is not “Active” as stated in column “3-D Secure status”, contact us

  2. Check that your integration implements the 3-D Secure step correctly. For Hosted Payment Page, we take care of this, but for DirectLink you need to implement it yourself

  3. Understand when exclusions and exemptions from 3-D Secure apply. Learn how to implement it correctly for Hosted Payment Page and DirectLink

  4. Know when to skip 3-D Secure using our Soft Decline feature and how to recover them via DirectLink

If a transaction reaches status 2, it is important for you to know whether this is related to a PSD2 violation. Our platform offers you multiple sources of information that will help you. Use them to confirm your integration takes the PSD2 guideline into account:

  1. Look up the transaction’s error code. The most common PSD2-related errors are:
    NCERROR Root cause/Possible solutions
    40001137
      • You advised our platform to perform the authorisation step although there was no 3-D Secure check 
      • As your customer’s bank rejected the transaction, this is out of your control
    40001139
    40001134
      • Your customer was unable to pass the 3-D Secure check
      • Contact your customer to learn why s/he was unable to pass the check
    40001135
      • Your customer’s issuer was not available to roll the 3-D Secure check
      • As your customer’s bank failed to roll out 3-D Secure, this is out of your control. Consider offering alternative payment methods for retries

    Check our dedicated Transaction error codes guide for detailed information about these decline reasons

  2. Receive parameter CH_AUTHENTICATION_INFO in your transaction feedback for Hosted Payment Page and DirectLink. It contains information about decline reasons from your customers’ issuers

  3. Consult our dedicated 3-D Secure status guide to get fully familiar with 3-D Secure. Understand all 3-D Secure statuses and learn how to read the authentication log