Why do orders fail 3D secure and how do you identify the error?

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 –

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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”.

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To pinpoint the reason of the 3D Secure authentication failed error, you will need to login to your Tyl By Natwest’s back office:

Step 1
Log into the Virtual Terminal and select ‘Reports’ > ‘3-D Secure’

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Step 2

Specify the report required (by order number/date etc.) and select ‘Submit Query’

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Step 3

Once the required report has been generated select ‘Export All Data’

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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 not permitted for 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 transaction not supported.
`21`	All	3RI transaction not supported.
`22`	All	ACS technical issue.
`23`	All	Decoupled Authentication required by ACS but not requested by 3DS Requestor.
`24`	All	3DS Requestor decoupled max expiry time exceeded.
`25`	All	Decoupled Authentication was provided insufficient time to authenticate cardholder. ACS will not make attempt.
`26`	All	Authentication 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 requested but could not be performed.
`83`	Visa	System Error response from ACS.
`84`	Visa	VMID not eligible for requested program.
`85`	Visa	VMID not eligible for requested program.
`86`	Visa	Protocol version not supported by ACS
`87`	Visa	Transaction is excluded from Attempts Processing (includes non- reloadable pre-paid cards and non-payments (NPA)).
`88`	Visa	Requested program not supported by ACS.

What do you do with this information?

The recommended approach is to reach out to Tyl By Natwest’s support team via email – online@support.natwest-tyl.com 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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