Stripe and deposit holds

Hi All

I'm trying to get around a problem I have with Stripe and the deposit holds. Recently I am getting a large number of security deposit hold fails. I think it is down to 3D secure 2 process that is required by law in Europe.

For example 

'StatusFailedReasonTransaction failed with status: requires_actionTypeHoldScheduled For2 days before arrival (currently 14 May 2025)AmountDefault amount of £250.00'

I send an automated message asking the guest to try again and sometimes this works. I sometimes have to ring the guests and go through it manually and it works. However both processes make a dent in my time.

I have had a look in the stripe documentation and it recommends a few things around settings but nothing seems to work. The only solutions that do involve digging around in the API.

Has anyone else come across this issue and is there a solution available in OR?

You're correct, the issue is due to 3DS requirements. 

The bank decides if a transaction should be challenged via 3DS - most are, but not all. Owner Rez won't know until the bank asks. Once we get the decline it is normally approved by the guest, assuming they see the pop up. The action required is the guest needs to approve the transaction via email, text, or app.

I've heard from an owner in the UK, also an OwnerRez employee, if the 3DS challenge is met when the $1 authorization for the hold is made, the subsequent hold is more likely to clear without requiring any additional validation.

You could modify your booking messages, telling guests to make sure they look out for the authentication message via email, text or app. And you could add a few lines in the blue form messages informing them as well. You can create those blue form messages in your account here:
https://app.ownerrez.com/formheaders.

This article also provides some additional information:
https://www.ownerrez.com/support/articles/form-messages-overview

If you have any additional questions on this, feel free to reach out to us at help@ownerrez.com