Description

The payment failed because the bank has flagged the account holder as deceased. The account is no longer active for transactions, and new mandates or payment agreements cannot be set up on accounts held by deceased individuals.

Recommended Customer Message

We were unable to process your payment. Please contact support for assistance.

Root Cause

• Account flagged as deceased: The bank has officially recorded the account holder as deceased, and the account is no longer active for transactions.
• Mandate restrictions: Banks do not allow new mandates or payment agreements to be set up on accounts held by deceased individuals.
• Outdated account records: Attempting to use an account that has not been updated or closed following the death of the account holder.

Troubleshooting and Solutions

• Stop further transaction attempts using this bank account immediately.
• The responsible party should contact the bank to manage or close the deceased person's account.
• Ensure that all account holder information is reviewed and updated before attempting to process future transactions.
• Remove the account details from saved payment methods to avoid future transaction failures.
• If required, provide the responsible party with guidance on updating payment information using a valid, active account.