Description

The payment failed because the recurring payment mandate has been canceled. This can occur when the customer cancels the mandate directly with their bank, the mandate expires, or the bank or gateway revokes it due to policy changes.

Recommended Customer Message

Your payment could not be processed because the recurring payment authorization has been canceled. Please set up a new payment authorization to continue.

Root Cause

• Customer-initiated cancellation: The customer canceled the mandate directly through their bank or payment platform.
• Bank or gateway cancellation: The issuing bank or gateway revoked the mandate due to policy changes or account status.
• Mandate expiration: Some mandates automatically expire after a certain period if not actively used.

Troubleshooting and Solutions

• Proactively inform customers about failed payments and guide them through the process of re-authorizing mandates or updating payment information.
• Email the customer with a Pay Now link or prompt to set up a new mandate.
• Avoid retrying the payment automatically until a new valid mandate is established.