Description

The payment failed because the mandate details are incorrect or incomplete. This error occurs when required mandate fields are missing, the data format is invalid, the mandate reference is outdated, or the authorization process was not completed.

Recommended Customer Message

Your payment could not be processed because your payment authorization details are incomplete or invalid. Please verify your information and try again.

Root Cause

• Missing mandatory details: Required fields such as mandate ID, customer consent, or bank account information were not provided.
• Incorrect data format: Submitted mandate details do not meet the formatting or validation criteria set by the payment provider.
• Outdated or invalid reference: The mandate being used is either no longer valid or incorrectly referenced.
• Incomplete authorization: The customer did not complete the necessary steps to authorize the mandate.

Troubleshooting and Solutions

• Ask the customer to carefully review and update all required mandate information.
• Verify that the mandate reference is correct and currently active in the payment provider's system.
• Ensure that all required fields are accurately populated and formatted as per the payment provider's guidelines.
• If the mandate has expired or is invalid, request the customer to set up a new mandate.
• Contact the payment gateway support team for further clarification if the issue persists after verifying the mandate details.