Mass declines, because of new strong authentication in UK

Ok so it seems this isn’t just me. And I am sure this is to do with the new strong authentication that is being rolled out across the uk.

My question is how are curve going to fix this issue going forward? In essence curve are an online e-commerce merchant processing transactions attached to a money debit card, that’s preloaded at the time of purchase from the underlying card.

I’ve had multiple declines today with different cards, already reached out to support and awaiting a response.

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I was a Curve Credit (beta) user and all the repayments for my loans to them are failing. Tried changing the card and same issue. Spoke with the card issuers who have stated that it’s the extra security measure and I need to enter the code/approve in the app, but there is no code being requested so no alert on the card issuers app. Very frustrating and no info from Curve on how this is going to be resolved.

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It is really annoying, and curve cannot use the excuse they knew nothing about this. It has been in the pipeline for over a year now and has become law as of March.

The curve product is dead for me at the moment, I cannot use it anywhere. Not online nor in shops. But I am sure Curve will find someone to make my £14.99 a month charge work.

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have you tried to remove and re-add the underlying cards? It seemed to work for @Steve_S in this thread: Vanquis Visa declines: (Amazon, Alibris.co.uk, Aldi, Admiral...) and it sounded like the same problem you are having. I also found this:

Merchant-initiated transactions (including variable subscriptions)
Payments made with saved cards when the customer is not present in the checkout flow (sometimes called “off-session”) may qualify as merchant-initiated transactions. These payments technically fall outside the scope of SCA. In practice, marking a payment as a “merchant-initiated transaction” will be similar to requesting an exemption. And like any other exemption, it is still up to the bank to decide whether authentication is needed for the transaction.

To use merchant-initiated transactions, you need to authenticate the card either when it’s being saved or on the first payment. Finally, you need to get an agreement from the customer (also referred to as a “mandate”), in order to charge their card at a later point.

https://stripe.com/en-gb-no/guides/strong-customer-authentication#merchant-initiated-transactions-including-variable-subscriptions

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I rejoined metal a few days ago and added all my cards back in so it’s not that. But that is also super annoying if we have to constantly remove cards and add them back in. May as well just use the underlying card instead.

Curve also use checkout.com not stripe.

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Hey Addie, sorry to hear you’ve experienced these declines. Have the support team spoken to you about the cause just yet?
Having spoken to the wider team, they haven’t had an influx of support tickets about this issue and this hasn’t been flagged by the wider social team. It would be helpful for the support team to take a look at your account to get a full picture of the issue.

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I’ve had four declines this morning with curve, use my underlying card and the new strong authentication payments go through.

Super frustrated with curve!

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I’ve had a couple of declines today too… but it seems the payments were still taken from my curve card :man_shrugging: I’m sure they’ll reverse

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I had two declines in Tesco using Curve via ApplePay, the underlying card (Monzo) was charged twice but the Tesco self-service till machine said no.
I then tried using the Monzo card (via Applepay) and Tesco was happy.
Like Dann above, I’m hopeful that the failed transactions will reverse in a few days when Tesco doesn’t complete the transaction.
Fortunately it was only a few groceries and not a huge bill to have temporarily in triplicate.

I’ve had another decline in Asda, seems like the card payment went through in curves end, and into my underlying Monzo but the reader and till declined it… @Curve_Joel can you tell us what’s going on?

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Thanks for the tag @Dann and sorry to hear about these declines! I’m checking on this now and will follow up with you all ASAP. :+1:

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@Curve_Joel just had my refunds but no explanation as to why my card isn’t working?

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Hey everyone, I’ve spoken to the support team and these declines aren’t due to a known wider issue such as new SCA. Instead, it seems that you’ve each experienced declines due to account or transaction issues that are specific to you. If you’re not already in touch with the support team then please reach out so they can help to resolve your specific issue.

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It’s rather pathetic that Curve has tried to suggest this isn’t an issue with their services when curve are an eCommerce merchant when they process transactions. This is going to become more common, and curve need to be honest and explain why!

My Underlying card providers have said exactly the same thing.

I’m super annoyed that I have re-joined metal and having these problems, its just not good enough. A waste of monthly fees for a card that is hit and miss, and I still have to use the underlying card.

Why do our underlying card providers state this is a curve issue then? Id trust them more than Curve if I am honest.

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I have today had my First Direct Mastercard debit card decline for the first time ever with Curve, twice at Sainsbury’s and once via a later test transaction with Revolut.

Curve live chat says the transactions were marked as “Do Not Honour” by First Direct and I should contact them.

First Direct’s response via live chat suggests it is down to Curve and the new strong authentication:

Any insight into this, @Curve_Joel?

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Hi again everyone, I’m taking this to the Payments team to investigate further. Please pop me PMs with the email you’ve signed up to Curve with so that I can collect affected accounts for investigation.

In the example above @nickmcgee, it seems that the agent you spoke with is not aware of Curve or the nature of our service and thinks we are an average merchant. In the past, when we’ve experienced blocks from banks due to this ‘Do Not Honour’ code, it has needed to be resolved by a specialist/ fraud specialist in the bank’s team due to the unique nature of Curve and the way that we process transactions. Simply put, the average bank assistant may not be aware of how Curve works and the issue might need escalating.

However, until I’ve confirmed this is the case with the Payments team this is just speculation on my part so please bear that in mind in the meantime. Remember, send me over those emails so I can get on this!

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My many declines seem to have stopped now, which is good as I like using my new black metal card.

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That’s great news Addie! Have the issues you were experiencing also stopped @nickmcgee, @Dann and @MJP?

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Yeah! Mines all sorted!

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