Description

The payment failed because the cardholder did not pass the Know Your Customer (KYC) verification process. This error occurs when identity documentation is invalid, expired, mismatched with account details, or of poor quality.

Recommended Customer Message

Your payment could not be processed due to identity verification requirements. Please contact your bank to complete the verification process and try again.

Root Cause

• Failed identity verification: The cardholder's ID documentation did not pass the Know Your Customer (KYC) verification process.
• Invalid or expired documents: The submitted ID was invalid, expired, or did not meet regulatory requirements.
• Mismatch in identity details: The information on the ID did not match the cardholder's account or transaction details.
• Poor document quality: The ID documents were blurry, incomplete, or otherwise unreadable during verification.

Troubleshooting and Solutions

• Advise the customer to contact their issuing bank to resolve the KYC verification failure.
• Recommend the customer provide valid, unexpired, and clear identity documents for future verification.
• Suggest using an alternative payment method if the customer is unable to resolve the KYC issue immediately.
• Inform the customer that completing KYC verification is mandatory for certain transactions under regulatory guidelines.
• Retry the transaction only after the issuing bank or customer confirms successful completion of the KYC process.