3DS2: Getting the best results and support

Zai Payments offers 3D Secure version 2 (3DS2) on online card payments. Most of the common situations described in 3DS2: What to expect can be reduced with the steps below. If you still see issues, this article also explains when to contact us and what to include.

What can I do to improve results?

• Send complete, accurate data. Cardholder email, mobile number, and billing address significantly improve the card issuer's ability to approve frictionlessly (in the background, with no cardholder action). Missing data is one of the most common causes of unnecessary challenges.

• Test your challenge experience. Check it on mobile, desktop, and in your app. Make sure pop-up blockers, iframes, and content security policies do not stop the challenge window from showing.

• Avoid in-app browsers where you can. If customers reach your checkout through social media or embedded links, consider prompting them to open it in their main browser.

• Set expectations at checkout. A short message such as "Your bank may ask you to verify this payment" reduces abandonment.

• Do not close or refresh the page during a challenge. Make sure your checkout waits for the outcome.

• Handle outcomes clearly. Show customers a helpful message for each failure type, so they know whether to retry, contact their bank, or use another method. See 3DS2: Understanding payment outcomes.

• Offer an alternative payment method. Where suitable for your use case, giving customers another way to pay reduces lost sales when a card payment fails.

When should I contact Zai?

Contact Zai Technical Support at support@zaipayments.com if you see:

• A sudden change in decline, failure, or challenge rates

• Customers reporting that the challenge window does not appear

• Authentication errors across multiple transactions

What information should I include?

To help us investigate quickly, please include:

• The Zai transaction ID(s)

• Date and time of the attempt(s), including time zone

• The first six digits of the card (BIN) and the card scheme, never the full card number

• Device and browser, or app version

• Any error message shown to the customer

• Whether the customer saw a challenge, and what happened

What will Zai do?

• Monitor authentication and authorisation performance across the platform

• Investigate patterns you report, including engaging card schemes and our acquiring partner where needed

• Share guidance on data quality and integration improvements specific to your setup

• Keep these articles updated as scheme rules and industry requirements change