Payments declined after Strong Customer Authentication (SCA) implemented in the UK

[Ronin]

Hello all, 

I am wondering if I am the only one with this issue (I doubt it)

I take appointments through Acuity which is embedded in my website. For about 2 to 3 weeks now I have sometimes customers calling me saying that their cards were declined. 

I reached out to Acuity but they confirmed that the issue lies with the payment provider (Square). Barclays told my customer that it is probably because they have started to roll out a system where people have to verify their cards when making an online purchase. 

Has anyone experienced anything like this?

The title of this thread has been edited from the original: Payments declined

[Breffni]

Hi @Ronin, thanks for flagging this here.

It looks like the decline may be due to Strong Customer Authentication (SCA). For context the deadline for SCA to be implemented was the 14th March. We have a great article which goes through what SCA is and what it means for our Square sellers, which you can find here.

Square has finished rolling this out. It's up to our partners to update their integration to ensure SCA is accepted. If you have reached out to Acuity and they believe the issue is on Square side, the best thing is to contact our Support team directly with your Acuity support ticket and all relevant information, and our team can escalate this to the Partnership team directly.

Something to also bear in mind is some declines may be being cause by customers not realising they need to authorise the payment and the session timing out, causing the payment to decline altogether.