Description

The payment failed because the bank account has been frozen. This error occurs when the bank has temporarily restricted all transactions on the account due to suspected fraud, legal holds, compliance issues, or security concerns.

Recommended Customer Message

Your payment could not be processed because your bank account is currently frozen. Please contact your bank to resolve this issue or use a different payment method.

Root Cause

• Account under investigation: The bank has frozen the account due to suspected fraudulent activity or ongoing investigations.
• Regulatory or legal hold: A legal or regulatory action has resulted in the temporary freezing of the account.
• Outstanding dues or compliance issues: The account has been frozen due to unpaid dues or failure to meet compliance requirements.
• Security concerns: The bank detected unusual or high-risk activity and froze the account to prevent unauthorized transactions.

Troubleshooting and Solutions

• Ask the customer to contact their bank to understand the reason for the freeze and resolve the issue.
• Recommend the customer to use a different active bank account or payment method to complete the transaction.
• Retry the transaction only after the customer confirms the account is unfrozen.
• Clearly inform the customer that frozen accounts cannot be used for transactions until resolved.
• Remove any saved payment details associated with the frozen account to avoid repeated failures.