I have been experiencing big issues today with any transactions that require 3D secure today. 5+!
When a customer is placing an order the details are being passed to stripe which then starts a 3D secure check but the pop up box where customers generally have to complete a security check from the bank isn’t appearing and thus the payment is failing and not going through without any notification to the customer. We can just see the failed 3D secure attempt in Stripe.
Any ideas from the Webflow team here? We do £1m+ in sales and desperately cannot afford for large transactions (which 3D secure is usually required for) not to work.
@dan_decking - I would check stripe first to see if there is a platform issue. If nothing comes up I would check status.webflow.com to see if there are any infrastructure issues. If none, reach out to support if you have not already. Webflow is a black box and we can’t assist on internal issues from within the community. Also note that the forum is a community forum and not an official support channel. If you want faster support from Webflow pony up for enterprise.
I have been speaking to Stripe on the phone for hours and have a potential issue they have flagged. I have emailed my contact at Webflow support who I have been chatting with as a possible solution.
The suggestion from Stripe:
‘ Hi Daniel,
Thank you so much for taking the time to speak with me today. We sincerely appreciate your patience in looking into this matter with us.
I just wanted to quickly touch base with you about the conversation we just had. As discussed, we suggest to use 3DS1 first and use 3DS2 as a fallback. Many issuers have had poor authentication success rates on 3DS2, so Stripe may need to still run 3DS1 for them.
Let me know if there’s anything else I can do for you. Your emails will come right back to me, and I’m always happy to help.
Kind regards,
JJ’
In all honesty in this case I don’t think it’d make much of a difference.
What’s happening is affecting its core e-commerce offering, not something that should be limited to being fixed if I’m on Enterprise as it’s not just our site it’s affecting.
Unfortunately i’m not able to try the stripe solution, way above my skills
But I’ve got News from Webflow support :
Thanks so much for replying back with these additional details. We’re seeing some other reports of this occurring with cards the require 3D Secure Authentication as well so we’ve flagged this with our engineering team to investigate.
The moment I have an update to provide, I’ll be in touch. We appreciate your continued patience as we work on this with you.
Steve from Webflow Technical Support here. I’m reaching out with an update on this.
Our engineering team identified an issue due to a recent update on our end that was causing the errors you noticed with payments that require SCA/3D Secure Authentication.
The team has since resolved this issue and if an order is placed that requires this, it should show the authentication modal as expected now so the customer can complete their order.
We’re truly sorry for any inconvenience this caused you and we’ll be here to assist further if you have any follow-up questions or concerns.