Hello,
Thanks for getting back to me. I did think this was the case however I wanted to get more information from this side before pursuing the issue with Reg123.
The most recent customer to which experienced the issue have explained to me that when it failed they approved the payment on their iPhone while using their iPad to place the order. The banking app successfully confirmed the payment was authorised and to proceed with the order.
The website did not respond to the authentication approval, resulting in a failed purchase.
This customer kindly re-placed the order in my presence today. Frustratingly the order processed correctly and did not ask for authentication this time. Using the exact same payment card (although ordering with their iPhone opposed to their iPad).
Would any of these variables with different devices cause issues? Or is the authentication being successful on the banking side and not properly handled on the website as you have mentioned?
Also why would the customer not have to approve the payment the second time?
Thanks so much for your help!