When cardholder is getting "BLANK OTP PAGE"
Article ID: 117291
Updated On:
Products
Issue/Introduction
When cardholder is getting BLANK page while entering OTP:
1. If all transactions performed by cardholder are failed.
2. If cardholder has performed multiple transactions from same Merchant.
Environment
Resolution
Step 1: Advice the cardholder to perform a transaction on a different Merchant and confirm if issue persists then issue is with the Merchant.
Step 2: If step 1 incorrect then advice the cardholder to perform a transaction on a web browser. If issue is with the web browser, then another web browser can be used and confirm if the issue persists.
Step 3: Advice cardholder to carry out the transaction when connected to a different internet source and confirm if the issue persists.
Step 4: Advice the cardholder to carry out a transaction on a different device and confirm if the issue persists.
Based on the findings from the above steps, raise a case with CA Support (email at : [email protected] | login into :support.arcot.com ), so we can test the same issue at CA's end.
Additional Information
Step 1: When ever cardholder perform a transactions, once the PAReq is received from the Merchant, CA ACS display the OTP input screen.
Step 2: Post this card holder needs to receive the OTP on his mobile and input the same in the required text box.
Step 3: If step 2 is done, then ACS application at CA's end will receive a VerifyPassword request to validate the OTP.
Step 4: If CA has not received VerifyPassword request for any of the transaction attempts made by the cardholder then there could be one of the following issues:
a. Merchant issue for which transaction has been performed.
b. Web browser issue at cardholder's end.
c. Internet connectivity / bandwidth related issues.
d. Device on which the transaction is carried out could have an issue.
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