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


From the SysAdmin:


Cybersource:

Get the transaction from the Transaction menu or by searching Trx ref. then click the Debug Records icon at the top right and in the  MPI authentication response:

<c:authenticationResult>6</c:authenticationResult>
<c:authenticationStatusMessage>Issuer unable to perform authentication</c:authenticationStatusMessage>


MPGS:
 

Get the transaction from the Transaction menu or by searching Trx ref. then click the Debug Records icon at the top right and in the  MPI authentication response:

order.authenticationStatus = "AUTHENTICATION_NOT_AVAILABLE_NO_ERROR_DETAILS", "AUTHENTICATION_NOT_AVAILABLE_ERROR_DETAILS_PROVIDED", "AUTHENTICATION_UNAVAILABLE", "AUTHENTICATION_NOT_IN_EFFECT", "ACS_SESSION_TIMEOUT"

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 the merchant to advise his customer to use another card related to another issuing bank.


Any bank intiated before the last 20 years may not support this feature.