Description

The payment failed because the user credentials provided are invalid. This error occurs when the customer enters incorrect login details, the account has expired or been deactivated, or the account has been locked due to multiple failed login attempts.

Recommended Customer Message

Your payment could not be processed because your login credentials are invalid. Please verify your details and try again, or use the account recovery option if needed.

Root Cause

• Incorrect login credentials: The customer entered an incorrect username, password, or authentication code.
• Expired or deactivated account: The account being used for the transaction is no longer active or has expired.
• Account locked: Too many invalid login attempts resulted in the account being temporarily locked.
• Authentication system mismatch: The system failed to validate the credentials due to an integration or configuration issue.

Troubleshooting and Solutions

• Ask the customer to carefully verify and re-enter their correct login credentials.
• Recommend using any available "Forgot Password" or account recovery options to reset login details.
• If the issue persists, advise the customer to contact their bank for account verification and assistance.
• Ensure the authentication system is functioning correctly and is integrated properly with the payment gateway.
• Retry the transaction only after successful authentication has been confirmed.