Customer Mastercard authentication failed

[kinwaises]

One of my customers couldn't checkout using a Mastercard. I checked at the abandoned cart section and it stated it is due to authentication failed. I have sought help from the help centre but the 'unable to establish a connection' message  pops up whenever I speak to the assistant. Can anyone address this issue please? 

[Shay]

Hey @kinwaises 

Is there any error code related to this error message that you are seeing? The error code will provide more specific information from the payment gateway. Also, what gateway was the customer checking out with? Let me know and I'll be happy to look into this further. 

I also understand you are having some issues contacting our support in our Help Center. if you are using a VPN please try disabling it. You will also want to try in a different browser and incognito window as well. Let me know if there is still an issue on that end.