Bank validation notification cancels the purchase process

Hi @VTromeur, I noticed you sent in a ticket for this so I replied to you over there! (Let me know if you haven’t received my email.)

@sundeep Hi, the users of my app are reporting the same issue. Should I create a support ticket for this?

Hi ​@sundeep and ​@VTromeur, I have the same issue on my app, did you find a solution ?

​@Coogli The reason why it was happening in my Android app is because the in-app payment screen was in a Fragment which closed every time user moved to a different app for making the payment. I fixed it by moving everything payment related to a separate Activity which didn’t close when user left my app. And in case it got minimised, users were able to find it in the recent apps list. Hope this helps.

Hi ​@Coogli, thanks for reporting your issue. In addition to ​@tanujnotes' solution, another possible cause is the launchMode of your Activity. See this section in our docs. Let me know if you have more questions! 

Hi ​@JayShortway thank you for your feedback, but I do not have an issue with navigating back in the application. For me, users always encounter a verification process with their bank, and when they click the confirm button, their bank app keeps looping, and they cannot complete the payment, regardless of the bank or account used.

Additionally, I don’t understand why there is an SCA (Strong Customer Authentication) for a €4.99 subscription, especially when the credit card and bank account have already been used on other apps. I only experience this issue on Android and not on Apple devices.

Does anyone have any idea or solution for this ? Thank you in advance for your help. Best regards.

​@Coogli Thanks sharing the info. You're encountering a different issue if the bank app itself is stuck. Do you have any more info, such as a list of banks this happens with, which Android versions and devices you're seeing this on, and in which countries you're seeing this? Thanks in advance!

​@JayShortway Hi,

This issue occurs in France with various banks: Indy, Banque Populaire, Boursorama, based on my testing. When the user clicks on "Subscribe for €4.99 per month," the usual process starts. The Play Store asks for the fingerprint and displays the price, everything seems fine up to that point. Then, the screen turns black and freezes for 3-4 seconds, before switching to the bank to validate the purchase (which creates the impression of a bug). When clicking to validate the purchase, regardless of the bank, it gets stuck in a loop. I don't understand why validation is needed for such a small amount. Furthermore, it's not a new card being registered, but a card I use on other apps for recurring payments. I see that I have dozens of users abandoning their purchase mid-process because of this. This doesn't happen on iPhone. I'm available if you need more details. I sent a video by email to show you.

Best regards.

​@Coogli That is very odd, especially the freezing. I have asked the wider team whether they have seen this behavior before. Do you have any debug logs of when this happens? To be clear: after validating the purchase in the banking app, the banking app gets stuck in a loop? I have unfortunately not received the email. Did you send this in a support ticket?

​@JayShortway Hello, yes I sent the video following an open ticket, the last email with the video is dated January 15th. Would you like me to resend it?

​@Coogli Thanks for clarifying that! I have found your support ticket, and see that you're in contact with my colleague. Let's consolidate the communication in the support ticket for now, as that also makes it easier to share files (such as logs) back and forth.