This is a short guide on how you can check why orders fail 3D secure. 3D secure failures will happen from time to time and while this is not appealing for some users but it’s here to protect customers and merchants. The reasons vary when this error returns within an order, but one thing is for sure about this and it’s the fact that it is connected to how the authentication fails relating to 3D Secure.
To give you an example, let’s say “Customer Bob” purchased a product on your website. However, looking at the WooCommerce > Orders > View the specific order, it says that it failed –
Upon checking the order notes ( while on the order page > navigate to the right-hand side of the screen), you might be seeing errors like the ones below that say “3D SECURE AUTHENTICATION FAILED”.
To pinpoint the reason for the 3D Secure authentication failed error, you will need to login to your First Data’s back office:
Step 1
Log into the Virtual Terminal and select ‘Reports’ > ‘3-D Secure’
Step 2
Specify the report required (by order number/date etc.) and select ‘Submit Query’
Step 3
Once the required report has been generated select ‘Export All Data’
This will then generate a CSV file to Excel and you will be able to locate the ‘transStatusReason’ code within the column ‘M’.
Please see the meanings of the ‘transStatusreason’ field below:
Here is a list for more information on each of the transStatusReason field’s specified values:
Value | Scheme | Description |
---|---|---|
01 |
All | Card authentication failed. |
02 |
All | Unknown device. |
03 |
All | Unsupported device. |
04 |
All | Exceeds authentication frequency limit. |
05 |
All | Expired card. |
06 |
All | Invalid card number. |
07 |
All | Invalid transaction. |
08 |
All | No card record. |
09 |
All | Security failure. |
10 |
All | Stolen card. |
11 |
All | Suspected fraud. |
12 |
All | Transaction is not permitted for the cardholder. |
13 |
All | Cardholder not enrolled in service. |
14 |
All | Transaction timed out at ACS. |
15 |
All | Low confidence. |
16 |
All | Medium confidence. |
17 |
All | High confidence. |
18 |
All | Very high confidence. |
19 |
All | Exceeds ACS maximum challenges. |
20 |
All | Non-payment transactions not supported. |
21 |
All | 3RI transactions not supported. |
22 |
All | ACS technical issue. |
23 |
All | Decoupled Authentication is required by ACS but not requested by 3DS Requestor. |
24 |
All | 3DS Requestor decoupled max expiry time exceeded. |
25 |
All | Decoupled Authentication provided insufficient time to authenticate cardholders. ACS will not make attempt. |
26 |
All | Authentication was attempted but not performed by the cardholder. |
80 |
Visa | Error connecting to ACS. |
80 |
Mastercard | Returned on all Data Only authentications. |
81 |
Visa | ACS timed out. |
81 |
Mastercard | Challenge exemption accepted. |
82 |
Visa | Invalid response from ACS. |
82 |
Mastercard | Challenge Mandate was requested but could not be performed. |
83 |
Visa | System Error response from ACS. |
84 |
Visa | VMID is not eligible for the requested program. |
85 |
Visa | VMID is not eligible for the requested program. |
86 |
Visa | The protocol version not supported by ACS |
87 |
Visa | The transaction is excluded from Attempts Processing (includes non-reloadable pre-paid cards and non-payments (NPA)). |
88 |
Visa | The requested program not supported by ACS. |
What do you do with this information?
The recommended approach is to reach out to First Data’s support team via email and have them look into the error code in detail so that they can further advise you of the next steps.
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