Description

The payment failed because the mandate associated with the payment is inactive. This can occur when the mandate has expired, been deactivated by the customer or bank, or has been inactive for an extended period.

Recommended Customer Message

Your payment could not be processed because the payment authorization is no longer active. Please set up a new payment authorization to continue.

Root Cause

• Mandate expiration: The authorization mandate expired after a fixed validity period.
• Mandate deactivation: The customer or their bank deactivated the mandate.
• Bank-side cancellations: The mandate was canceled by the issuing bank due to account changes or policy updates.
• Lack of recent activity: Some mandates are automatically set to inactive after long periods of inactivity.

Troubleshooting and Solutions

• Inform the customer that their payment could not be processed due to an inactive mandate.
• Email the customer with a Pay Now link or provide instructions to set up a new mandate.
• Guide the customer through completing a new mandate authorization to enable future payments.
• Avoid retrying the transaction automatically until a new mandate is successfully registered.