3D Secure adds an extra layer of protection when booking accommodation online. Sometimes 3D-secure payments fail, and when they do, we will let you know why. This tutorial will provide info on what causes these errors and how to resolve them.
More info on the topic of 3D-secure payments is available in our article, How do 3D-secure payment work.
What causes 3D Secure errors?
- For South African card holders, most 3D Secure transactions are done via a once-off PIN supplied by the bank via SMS or e-mail.
- For card holders from other countries, their banks might request a password or other means of authentication.
- Common 3D Secure errors are:
- Time out: The guest takes too long to enter their PIN or password.
- Transaction failed. The guest enters the incorrect PIN or password.
How will you know if there's an issue with a 3D-secure transaction?
1. You may receive a help message from the guest
- The guest will receive an email to let them know there is a problem with their payment.
- This email will allow the guest to send you a message requesting your help.
2. You will receive notification from NightsBridge Pay
- We will send you an email to let you know that your guest experienced an issue with their 3D Secure authorisation.
- The reason for the error is given on the email.
- This example is of a 'No attempt made by guest to authenticate card'
What to do if an authorisation fails
- Contact the guest to understand if there was a legitimate problem with the payment.
- Send them the NightsBridge Pay link to initiate the payment process again.
- Please look at our article, How to generate a credit card link, if you need more information.
- or offer that they pay you via EFT.
This is similar to the process you follow if a credit card is declined.
How to tell if a 3D Secure transaction has been successful
- Click on your your 'Payments & Invoices' tile on Home.
- Once you've found the payment, the 3D indicator will identify it as a 3DS transaction and the status will be 'Success'.
You can also look at the NightsBridge Pay transactions notifications email.
- The 3D indicator is shown on the email.
