Error 104 in production mode

[Brixt18]

Hello, I recently deploy my e-commerce with redsys and BBVA and I changed my integration to production mode some days ago. I have this error code when I try to pay with a international debit card.

esp: "Comercio con “titular seguro” y titular sin clave de compra segura"
eng: "Commerce with "secure holder" and holder without secure purchase key"

I ask to the support and they said that it is because the redirect is asking for a code or something.

esp: "la operación se está denegando debido a que se solicita la doble verificación al titular de la tarjeta, pero este no dispone de esta opción, por lo que debe remitir el cliente a su entidad, para que le habilite dicha opción"
eng: "the operation is being denied because double verification is requested from the cardholder, but the cardholder does not have this option, so the client must send it to their entity, so that they enable said option".

So, the question is. How can I do to solve this problem?

Note: In my test enviroment it was working well