Description

The payment failed because the card is inactive. This error occurs when the card has not been activated, has been deactivated by the issuer, requires additional verification, or the customer has not completed the necessary activation steps.

Recommended Customer Message

Your payment could not be processed because your card is not active. Please activate your card with your card issuer and try again, or use a different payment method.

Root Cause

• Card not yet activated: The card has been issued but has not gone through the required activation process by the cardholder.
• Issuer-initiated deactivation: The card has been deactivated by the issuer due to inactivity, account changes, or security reasons.
• Pending verification: The card requires additional verification steps before activation is completed.
• Cardholder delay: The customer received the card but has not completed the necessary activation steps.

Troubleshooting and Solutions

• Ask the customer to contact their card issuer to activate the card.
• Recommend completing any pending verification steps required for activation.
• Retry the transaction after the card has been successfully activated.
• Suggest using an alternative active payment method to complete the transaction.
• Clearly display appropriate messaging in the checkout flow to help customers understand and resolve inactive card issues.