A query you may receive from your customers is that they cannot confirm the set up of their card. This will be the most common issue when a customer sets up payment and is often related to the browser and device they are using. When adding their card many banks will require you to complete 3D secure authentication to confirm the set up.
Reason for the issue
The most common reason for the 3D secure failing when a customer is adding their card is where their is an issue with the customers browser which is blocking the pop up from the customers bank.
How to fix the issue
To enable the customer to add their card successfully you should recommend the following:
- Disable pop-up blockers: Check your browser settings to ensure that pop-ups are allowed for the website.
- Clear cache and cookies: Sometimes, old or corrupted data can cause issues.
- Use a different browser: Try a different web browser to see if the issue is specific to your current one.
- Try incognito or private mode: This will run the browser without extensions or cached data, which can help identify if an extension is causing the problem.
- Check your card details: Make sure there are no typos in your card number.
- Contact your card issuer: If the issue persists, their card issuer may be able to provide more specific assistance.