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Stripe Payment Gateway

megan.goodwin
megan.goodwin
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We use stripe as our payment processor on our website when collecting donations (https://effectivealtruism.org.au/). As of a couple of days ago, we are having multiple customers receiving the below error when they try to submit their payment (after entering all card details and completing the captcha). Stripe have advised that the issue is related to 3DS with our customers bank accounts. However, we think we have identified that this problem is actually related to customers using the Firefox browser. We have been able to process test donations with no issues using chrome but receive the same error using Firefox with the same card details.

We use stripe as our payment processor on our website when collecting donations (https://effectivealtruism.org.au/). As of a couple of days ago, we are having multiple customers receiving the below error when they try to submit their payment (after entering all card details and completing the captcha). Stripe have advised that the issue is related to 3DS with our customers bank accounts. However, we think we have identified that this problem is actually related to customers using the Firefox browser. We have been able to process test donations with no issues using chrome but receive the same error using Firefox with the same card details.
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Todas las respuestas (1)

Medhasree Suram
Medhasree Suram
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Hello,

Thank you for reaching out to the Firefox Support Forum. I understand that you're experiencing an issue with the Stripe payment gateway on your website when customers use the Firefox browser. I'll do my best to assist you with this.

Based on the information you provided, it seems that the error is specific to customers using Firefox and is related to 3DS (3D Secure) with their bank accounts. While Stripe has suggested that the issue is with the customers' bank accounts, you believe it is specific to Firefox.

To further investigate and troubleshoot this issue, I recommend the following steps:

Clear cache and cookies: Ask your affected customers to clear their browser cache and cookies in Firefox. This can help resolve any potential conflicts or outdated data that might be causing the error.

Disable extensions: Some browser extensions or add-ons can interfere with website functionality. Ask your customers to temporarily disable any extensions they may have installed and try making the payment again.

Test in different Firefox versions: It would be helpful to know if the issue persists across different versions of Firefox. Ask your customers to try using different versions of Firefox, such as Firefox 114.0 and Firefox 114.0.2, to see if the error occurs consistently.

Provide detailed error message: Ask your customers to provide the exact error message they receive when trying to submit their payment in Firefox. This information can help identify the specific cause of the issue.

Contact Stripe support: While you believe the issue is specific to Firefox, it's still worth reaching out to Stripe support for further assistance. They may have additional insights or suggestions to resolve the problem.

Once you have gathered more information through these steps, please provide an update on the Firefox Support Forum thread. This will help us understand the situation better and provide more targeted assistance.

I hope these suggestions help in resolving the payment issue with Firefox. If you have any further questions or need additional assistance, please don't hesitate to ask.

Best regards, Firefox Support Volunteer