3D Secure (3DS) authentication is a payment security step that some banks require before processing a subscription renewal. When a renewal triggers a 3DS challenge, the subscriber must verify the payment through their bank before it can complete.
Loop now detects 3DS challenges separately from standard payment failures and gives subscribers a direct path to authenticate and recover their renewal. This article covers what 3DS is, what changes in the subscriber experience, and how to enable the authentication email.
What is 3DS authentication?
3D Secure (3DS) is an industry-standard protocol designed to reduce fraud on online card transactions. When a subscriber's bank requires it, the transaction is placed on hold until the cardholder completes an additional verification step.
The verification method depends on the bank. It can be a one-time password sent by SMS, a fingerprint prompt in a banking app, or an in-app approval notification.
3DS challenges are most common with European banks but can occur with any issuer that has enabled strong customer authentication requirements.
What happens when a subscription requires 3DS verification?
Automated authentication email
When a renewal payment enters a 3DS challenged state, we automatically send the subscriber an email containing a secure verification link. The link is provided by Shopify and takes the subscriber directly to their bank's authentication screen.
The email sends once per day until the subscriber completes the verification or the payment attempt ultimately fails.
Note: This email is disabled by default. You need to enable the Payment 3DS challenged notification for it to send.
To enable it, navigate to Loop admin > Settings > Notifications, then open Payment 3DS challenged and turn it on.
Customer portal verification banner
Subscribers who log in to customer portal while their renewal is awaiting 3DS authentication now see a dedicated banner. The banner explains that their bank requires payment confirmation and prompts them to complete verification through a Confirm payment button.
This gives subscribers a self-service path to resolve the pending authentication without contacting your support team.
Payment confirmation pending status
Subscriptions awaiting 3DS verification are now clearly labeled Payment confirmation pending next to the next order date. This helps subscribers understand that their subscription is not failing due to a card issue or insufficient funds, and that
How it works for your subscribers
When a renewal triggers a 3DS challenge, your subscriber sees the following:
Their subscription is marked as Payment confirmation pending in customer portal.
A banner appears in customer portal prompting them to click Confirm payment.
They receive a daily email with a secure link to complete authentication until their payment is marked as failed as per the payment recovery setting.
Once they authenticate, the payment processes and the subscription renews.
If the subscriber does not complete authentication before the payment attempt window closes, the renewal fails and follows your standard billing retry logic.
FAQs
Can I customize the 3DS authentication email before enabling it?
Yes, you can edit the subject line and body of the Payment 3DS challenged email before turning it on. Navigate to Loop admin > Settings > Notifications, open Payment 3DS challenged, and edit the content directly. The email supports HTML and includes variables for personalization such as the customer's first name and subscription ID.
What happens if a subscriber ignores the authentication email?
If the subscriber does not complete authentication, the payment attempt ultimately fails. The subscription then follows your standard billing retry and dunning logic from that point.
Does the Confirm payment banner appear for all payment failures, or only 3DS challenges?
The banner appears only when a renewal is in a 3DS challenged state. Standard payment failures due to insufficient funds or an expired card show a different experience and are not affected by this update.
How many times will the authentication email send?
The email sends once per day until the subscriber completes authentication or the payment attempt fails. It does not send indefinitely — it stops as soon as the 3DS challenge is resolved one way or the other.
Is the 3DS authentication email enabled by default?
No, the Payment 3DS challenged notification is disabled by default. You need to turn it on manually from Loop admin > Settings > Notifications for subscribers to receive it.
Do I need to do anything to show the Confirm payment banner or the Payment confirmation pending status in customer portal?
No, both appear automatically whenever a subscription enters a 3DS challenged state. No configuration is required on your end.
Need help?
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If you have any questions or need assistance, feel free to email us at [email protected] or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions team 🙂