Most probably this error happened during the 3DS/authentication phase because either the customer's card issuing bank does NOT support 3DSecure authentication mode at all, or the customer's card does NOT (have active/enrolled in) 3DSecure authentication mode.


In this article you will be going to know about: 

How to investigate the reason that caused this error?


You can check the "Response Code" in the transaction screen from the Transactions menu in your profile. Also, you can check the 'Response Status' under the "AUTHENTICATION" tab.


 


Usually, the ECI value for this kind of error will be either 07 or 00

Reason #1: Customer's card issuing bank does NOT support 3DSecure authentication mode

 

This means that the card issuer (customer bank) does not support 3DS at all, which in this case, you will need to guide your customer to use another card related to another issuing bank.

 

Reason #2: Customer's Card not enrolled in 3DSecure authentication mode

 

This means that the card issuer (customer bank) does support the 3DS authentication mode but the customer card is not enrolled yet in this mode. In other words, the feature is deactivated for this card, which in this case, you will need to guide your customer to check with his bank to activate/enroll the 3DSecure authentication mode for his card.