Description

The payment could not be processed because the merchant account is not enabled for live transactions. This error occurs when the account has not completed required setup or verification, is under review or restricted, has pending documentation, or has been deactivated.

Recommended Customer Message

We were unable to process your payment at this time. Please try again later or use a different payment method.

Root Cause

• Account not activated: Your account has not completed the required setup or verification for processing live charges.
• Account under review: The payment gateway has temporarily restricted your account due to compliance or verification issues.
• Pending documentation: Required legal or financial documents have not been submitted or approved to enable live processing.
• Account deactivation: The payment gateway or platform provider has deactivated or suspended your gateway account.

Troubleshooting and Solutions

• Verify that the payment gateway account is fully activated and eligible for live transactions.
• Complete any pending verification steps or documentation submissions required by the payment gateway.
• Contact the payment gateway support team to resolve any account restrictions or suspensions.
• Inform customers that their transactions have not been processed and provide alternative payment options if possible.
• Retry the transaction only after the merchant account is successfully enabled for live payments.