Description

The payment failed because required personal details such as name or address were not provided or are incomplete. This error typically occurs when the transaction requires Address Verification (AVS) or other compliance checks, and the necessary information is missing from the request.

Recommended Customer Message

Your payment could not be processed because some required information is missing. Please provide your full name and complete address, then try again.

Root Cause

• Missing mandatory details: The payer did not provide required information, such as their full name or address, during the transaction, which could be needed for Address Verification (AVS) or compliance purposes.
• Incomplete API request: The submitted transaction request lacks the mandatory name and address fields.
• Checkout configuration: The checkout page may not enforce address or name fields as mandatory.
• Gateway requirement: Some gateways have regional or card-type-specific requirements (e.g., AVS required for US-issued cards).

Troubleshooting and Solutions

• Request the customer to provide their full name and complete address before retrying the transaction.
• Ensure that the payment form or checkout includes mandatory fields to collect name and address details, and validate them before sending for payment processing.
• Update API integrations to include all mandatory payer information like name and address as per payment gateway requirements.
• Display clear and user-friendly error messages prompting customers to fill in missing personal details.
• Review and adjust Address Verification (AVS) rules in the gateway to manage the failures better.
• If the required information has already been provided, contact the payment gateway support team to learn more about the resolution.