Description

The payment failed because the maximum number of PIN retry attempts has been exceeded. This error occurs when the customer enters incorrect PINs multiple times, triggering a security lock on the card.

Recommended Customer Message

Your payment could not be processed because too many incorrect PIN attempts were made. Please contact your card issuer to unlock your card or use a different payment method.

Root Cause

• Card locked due to security: The customer exceeded the maximum number of allowed incorrect PIN attempts, triggering a security lock.
• Fraud prevention measures: The card issuer automatically locked the card to prevent unauthorized access after repeated failed PIN entries.
• Customer confusion or forgotten PIN: The customer may have forgotten their correct PIN or confused it with another, leading to repeated failures.

Troubleshooting and Solutions

• Ask the customer to contact their card issuer immediately to unlock the card and reset the PIN.
• Advise the customer to verify their correct PIN before attempting further transactions.
• Recommend using a different payment card to complete the transaction if immediate resolution is not possible.
• Clearly display payment failure reasons to help customers take appropriate corrective actions.