With the widespread use of digital payments in recent years, there have been growing concerns about credit card fraud. To help ease these concerns, online businesses in Japan can implement 3D Secure. 3D Secure is an identity authentication service that prevents identity theft and other fraudulent uses of credit cards when users make online purchases. In addition, according to an announcement by the Ministry of Economy, Trade and Industry (METI), the introduction of 3D Secure 2.0 will become mandatory by the end of March 2025. As a result, in principle, all e-commerce businesses will be required to implement 3D Secure 2.0 at that time.
However, there are cases where 3D Secure doesn’t work and authentication failures occur. When a failure happens, the user sees an error message on the payment screen and isn’t able to finish their transaction.
There are several possible reasons for 3D Secure authentication failures. In order to prevent and correct these errors, it is important to identify the possible causes and take appropriate action. In this article, we’ll describe the common causes of 3D Secure authentication failures and how to fix them.
What’s in this article?
- Reasons the “3D Secure Authentication Failed” message appears
- What happens after multiple 3D Secure authentication failures?
- What to do when “3D Secure Authentication Failed” appears
- How to improve the online shopping experience for customers
Reasons the “3D Secure Authentication Failed” message appears
Users want to pay simply and quickly on ecommerce sites and avoid 3D Secure authentication errors. Let’s take a look at the reasons 3D Secure authentication failures can occur.
The setup of 3D Secure is incomplete
One of the most common causes of errors in 3D Secure authentication is users not registering for the service. 3D Secure requires prior registration.
In some cases, even if a user has already registered for 3D Secure, they might need to reregister when they renew their credit card or get it reissued.
The customer’s credit card does not support 3D Secure authentication
The card brands that are currently supported by 3D Secure are Visa, Mastercard, Japan Credit Bureau (JCB), American Express, Diners Club, and UnionPay. However, authentication is only possible if, conversely, the credit card issuer supports 3D Secure authentication.
The user made a mistake when entering their password or personal information
A common cause of 3D Secure authentication failures is incorrectly entered passwords or personal information. If the information entered is incorrect, a payment error will occur and the customer will not be able to finish their transaction.
Fraudulent use is detected
3D Secure authentication might fail if a customer’s credit card issuer detects unauthorised use. For example, if a customer attempts to make a higher payment than usual, or if they use a card and they’re not the cardholder, they might see an error.
If a user’s credit card issuer suspects fraudulent use, it might temporarily suspend their credit card to protect the user. When an issuer imposes temporary usage restrictions, the customer should receive a “Usage Confirmation Notice” via email or text message (SMS). If the customer responds that the card use was authorized by them, the cardholder, the credit card issuer should unfreeze the card.
There is a problem with the user’s internet connection
An unstable internet connection might prevent authentication from completing successfully. Users need to ensure that their network is stable before performing 3D Secure authentication.
3D Secure authentication locks after multiple failures
If a customer repeatedly enters incorrect information, the e-commerce site itself might suspect fraudulent use and lock as a precaution. Once locked, some e-commerce sites might be unavailable for an hour or so, and the customer might need to reset their password. Sites typically lock IDs and passwords after two to four errors.
What to do when “3D Secure Authentication Failed” appears
When 3D Secure authentication fails, it is often due to user error, and only the user – not the business – can fix the issue. Here are some tips businesses can use to educate their customers on how to address 3D Secure authentication failures.
Confirm that registration for 3D Secure is complete
If 3D Secure authentication fails, it is important for customers to review their registration to see if it is complete. For example, some family credit cards require registration with 3D Secure for each card.
Fortunately, the 3D Secure registration process is fairly simple; customers just need to follow the steps on the card issuer’s site.
Below are credit card issuer websites with information on how their respective card members can register for 3D Secure.
Reset ID and password
It is common for customers to forget their ID or password when using an e-commerce site, which can lead them to enter the wrong information.
As previously stated, if customers enter their authentication information incorrectly a certain number of times, the site might lock. If this happens, customers can reset the information they’ve forgotten – their ID, password, or both. Most e-commerce sites will have an option called “Forgot your ID or password?” and you can reset them by clicking on it.
After resetting their authentication information, customers should double-check their updated credentials and try to enter them.
Contact the credit card issuer or the business
If authentication fails even after the customer has correctly entered their ID and password, they should confirm that they have registered with 3D Secure. If they have, they’ll need to contact their credit card issuer or customer support for the business directly.
In many cases, credit card issuers and businesses that accept credit card payments have detection systems in place as one of their fraud prevention measures. Depending on the site customers use, the product they are trying to purchase, and the transaction amount, the fraud detection system might consider it unauthorised use, and their issuer might restrict their card.
It is important for customers to contact their credit card issuer or the e-commerce site for information on how to deal with the situation, as there might be cases where each company’s fraud detection system imposes restrictions.
Check your internet connection and browser
Customers should also make sure their internet connection is stable before using an e-commerce site. If the authentication page does not display properly, customers should ensure that they have updated their browser to the latest version and that they have enabled both JavaScript and cookies.
How to improve the online shopping experience for customers
3D Secure authentication errors happen for a variety of reasons, including errors in ID and password entries, and browser or network issues. Customers can resolve 3D Secure authentication failures by identifying the cause of the problem and taking appropriate action. Cardholders should familiarise themselves with 3D Secure and have a clear understanding of what to do in the event of an authentication failure, so they can continue to shop safely and easily.
For business owners, it’s important to note that 3D Secure authentication alone might not be sufficient to prevent the unauthorised use of credit cards. To help customers enjoy online shopping comfortably and safely, businesses must take fraud prevention measures, such as introducing fraud detection systems. Stripe, for example, complies with the Payment Card Industry Data Security Standard (PCI DSS) and has thorough security measures. For instance, Stripe Checkout uses a hosted payment field for payment card data, which means your customers enter all sensitive payment information in a payment field that comes directly from our PCI DSS–validated servers.
In addition, Stripe offers a variety of functions and services to improve operations related to payments, including the implementation of payment methods, information processing, and revenue management. Businesses can take advantage of Stripe Payments to create a payment environment that meets their needs on a single platform.
The content in this article is for general information and education purposes only and should not be construed as legal or tax advice. Stripe does not warrant or guarantee the accuracy, completeness, adequacy, or currency of the information in the article. You should seek the advice of a competent lawyer or accountant licensed to practise in your jurisdiction for advice on your particular situation.