Description

The payment failed because PIN entry is required to complete the transaction. This error occurs when the card issuer mandates PIN verification, regulatory requirements enforce Strong Customer Authentication (SCA), or the transaction type requires additional security measures.

Recommended Customer Message

Your payment requires PIN verification. Please enter your PIN when prompted and try again, or contact your bank if you need assistance.

Root Cause

• PIN authentication required: The card issuer mandates PIN entry for completing this type of transaction.
• Card security policy enforcement: Certain transactions, especially those involving chip-and-PIN or higher value payments, require PIN verification.
• Terminal configuration: The system is configured to request a PIN for added security, even for online or contactless payments.
• Strong Customer Authentication (SCA) compliance: Regulatory requirements such as PSD2 may enforce PIN verification for specific transactions.

Troubleshooting and Solutions

• Ask the customer to enter their correct PIN and retry the transaction.
• Recommend contacting their bank or card issuer if they have forgotten the PIN or are experiencing issues.
• If the customer continues to face issues, suggest using an alternative payment method.
• Verify payment gateway and terminal settings to ensure correct handling of PIN authentication prompts.