Error message payment

  • Resolved topicdesbackpackers

    (@topicdesbackpackers)


    6 months, 1 week ago

    Hello,

    The test payments on my site work fine, but they no longer work when I put the payments into production. When I click on “order”, then I get this error message: “An error has occurred while processing your order. Please check your payment method for possible transactions and check your order history before trying again.”

    When I go to the Stripe dashboard, the transaction status is noted as “incomplete” with this message: “Customer needs to perform an additional authentication step.”

    Thank you

    The page I need help with: [log in to see the link]

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  • Hi @topicdesbackpackers,

    Thank you for reaching out to us. The error message you’re seeing, “Customer needs to perform an additional authentication step,” is typically related to the Strong Customer Authentication (SCA) regulations in Europe, which require two-factor authentication for many online payments. If the test payments were successful and the issue only arises in production, it might be due to the SCA requirements not being properly handled in the live environment. Here are a few steps we can take to troubleshoot this issue:

    1. Check the Stripe settings in WooCommerce to ensure that SCA is enabled and properly configured. You can find more information on setting up Stripe for WooCommerce here.
    2. Review the Stripe logs in your WooCommerce dashboard to see if there are any additional details about the failed transactions. This can give us more insight into what might be going wrong.
    3. Ensure your Stripe account is set up for live payments and that all the necessary information is filled out, including the business details and bank information.
    4. Update your plugins and themes to the latest versions, as outdated software can sometimes cause unexpected issues.

    Please give it a try and let us know how it goes.

    Hi there ?? We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 2 replies - 1 through 2 (of 2 total)
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