Why does a security challenge appear for every recurrent payment on my subscription app?

mhterra
Visitor
2 0 0

Hello,

 

I am trying to setup my shop subscriptions app but I am facing an issue. It's the third subscription app I am trying but the problem is the same for each one. A customer subscribes to one of our plans, performs the first payment (it has to be authorized, but for the first payment it is ok), but then, for every single payment a security challenge appears and the payment isn't processed automatically. Our customers need to authorize every single recurrent payment, and this would cause a lot of loss on our revenue.
I am using Shopify Payments. I have to mention that my bank account is opened in Europe, if it can cause some problems, but I am targeting European customers.

Replies 3 (3)

Olivia
Shopify Staff
1717 146 309

Hi, @mhterra!

 

Welcome to Shopify Community.

 

Thank you so much for sharing your question with our network. I understand you are using a third-party app to provide subscriptions on your store which means that the limitation you have described is also stemming from the app.


In my experience working with subscription apps and having tested some out, your customer should not have to authorize each recurring payment as they would have agreed to a pre-set payment and time upon signing up.

 

Therefore, I wonder if you have not correctly matched settings within the app or if something else is going on. Can you please tell me which app it is you are using and if you have connected with the developers to address these concerns yet?

 

Once you reply, I'd be glad to help you look into the app's official documentation to provide a better experience for customers. 

 

Warm regards,

Olivia | Social Care @ Shopify 
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mhterra
Visitor
2 0 0

Hello, I am using Appstle.
I think everything is well configured, but I hope that this issue is caused by a misconfiguration...

This is the 3rd subscription app I am trying to use and the result is the same.
My subscription plan is a daily one.

Olivia
Shopify Staff
1717 146 309

Thanks so much for that context, @mhterra!

 

I was able to find the app's documentation for you which details how to correctly set up the app along with managing subscriptions. Please do review that along with your existing configuration to learn what the issue is. 

 

Furthermore, if you're still unsure then I welcome you to connect with the app's developers directly. I trust they will be able to provide you with personalized support and review the set-up for optimization.

 

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog