Q: What are the common reasons for unsuccessful transactions or when user claimed did not received OTP?
Answer:
You may refer to the Transaction Activity Details field for the error reason and compare it with the errors listed below.
Reason | Detail Description |
User Cancel - OTP | The cardholder clicked "Cancel" on the OTP screen. |
Authentication Session Timeout - OTP | The maximum allowed time from the start of the 3DS authentication until the completed session. |
Authentication Screen Timeout - OTP | The time limit for the challenge screen to remain visible before it’s hidden, canceled, or refreshed due to user inactivity. |
Failed Authentication Attempts - Card Is Inactive | The card was enrolled in IMS as Inactive status. |
Failed Authentication Attempts - Card Is Blocked | Card status is changed from Active to Blocked after Cardholder entered 3 incorrect OTP |
Incorrect OTP - Incorrect Count = (3 of 3) | The cardholder entered incorrect OTP three times during the same authentication session |
Additionally, you can check the SMS OTP delivery status in the 'Delivery Log Details' section located at the bottom of the Transaction Details page.
If you require logs from the SMSC or mobile operator, please contact Infinitium Support (Support@infinitium.com) for assistance.