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What you are probably seeing
Your analytics show a spike in abandoned carts when users switch from a phone to a laptop mid-journey. Support tickets reveal customers cannot proceed because the system flags the new hardware as suspicious. Your verification logs indicate that SMS codes fail to match when the IP address or user agent string changes suddenly.
Conversion rates dip specifically for returning users who are logged in on multiple screens. The gap between adding items and completing payment is filled with errors related to identity confirmation. New device tokens are rejected, forcing customers to repeat the login process or manually prove their identity.
Why it happens
Security protocols often rely on consistent digital fingerprints to prevent fraud. When a user switches devices, the hash of their browser or operating system changes, triggering automated blocks. The system prioritizes blocking unknown devices over maintaining a smooth transaction for legitimate users.
Age and identity verification systems add another layer of friction by requiring strict matching. If the device context does not align with the expected profile, the verification token may expire or fail to validate. This results in a hard stop that prevents the sale from completing, even if the user is authentic.
What changed recently
2026-10-06 · NCR Voyix’s TruAge Integration Delivers Instant Age Verification at Checkout to Reduce Customer Friction
NCR Voyix is now automating age checks for that gap:
• Scans physical or digital driver’s licenses
• Uses anonymized, one-time-use tokens
• Supports over 20,000 stores using NCR RPOS
• Covers about 75% of the convenience retail market
Source: citybiz
Step by step
1. Map your checkout journey to identify exactly where the device context is checked against the registration profile. Test the flow on two different browsers to see how the system reacts to a simple switch. Update your error messaging to explain that the user is being verified, not blocked, to reduce confusion. Use session tokens that persist across device changes rather than relying solely on IP addresses for identity confirmation. Review your verification provider settings to allow for a grace period when a new device is detected during a live transaction.
Ways to go further
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