000031325 - 3Dsecure: transaction not showing up in the RSA customer support portal

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000031325
Applies ToRSA Product Set: Adaptive Authentication
RSA Product/Service Type: 3DSecure
IssueA user reports that a successful transaction is not showing up in the RSA customer support portal.. Checking the BIN that this card is part of, we find that the BIN is registered with RSA and has successful transactions against it. The customer reports that they are not seeing an internet transaction that was approved in the RSA customer support portal.
ResolutionThe most likely reason is that the merchant where the transaction took place is not using any Credit Card authentication (from RSA or any other vendor.)  Though most internet merchants use authentication technology and it is  encouraged by banks to do this, it is not required. As the merchant did not use authentication, RSA would never be aware of this transaction.
NotesThe Bank (FI) may question this, if so, have them check for an ECI (Electronic Commerce Indicator) code. If there are none, then this is a good sign that no authentication attempt from the merchant took place. 

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