When you encounter issues with a PSU's payment authentication, it's essential to follow a structured troubleshooting process. This FAQ will guide you through the steps to resolve common payment authentication failures.
Common Reasons for Payment Authentication Failures
- Insufficient Funds: The user's account may not have enough funds to complete the transaction.
- Incorrect Credentials: The user may have entered incorrect authentication details.
- Technical Issues: There might be temporary technical issues either with the bank or the Token.io service.
- Expired Session: The authentication session may have expired if the user took too long to complete the process.
- User Cancellation: The user may have accidentally or intentionally cancelled the authentication process.
Recommended Actions for the PSU
- Verify Funds: Ensure there are sufficient funds in the account to complete the transaction.
- Check Credentials: Double-check that the login credentials and any additional authentication information are correct.
- Retry Authentication: Close the browser or app, clear the cache, and try the authentication process again from the beginning.
- Check for Notifications: Look for any notifications or messages from the bank that might indicate why the authentication failed.
- Contact Bank Support: If the issue persists, contact the bank’s support team to ensure there are no account-specific issues.
When to Contact Token Support
If the above steps do not resolve the issue, and the PSU continues to experience problems with payment authentication, as the TPP, please contact Token Support with the following information:
- Error Code and Message: Any error codes or messages displayed during the authentication process.
- Steps Taken: A summary of the steps already taken to try and resolve the issue.
- Screenshot or Video: If possible, provide a screenshot or video of the error occurring.
By following these steps, most payment authentication issues can be resolved quickly. If problems persist, Token Support is here to help.