Description

The payment was declined and the bank is requesting that the customer contact them directly. This typically indicates that additional verification is required or there are account-specific issues that need to be resolved before the transaction can be processed.

Recommended Customer Message

Your payment requires additional action. Please contact your bank for more information about this transaction.

Root Cause

• Insufficient information from the issuer: The customer's bank did not provide a detailed decline reason.
• Additional verification required: The customer may need to approve or authenticate the transaction.
• Account-specific issues: Issues such as holds, restrictions, or blocks on the customer's account that are not disclosed in the gateway response.

Troubleshooting and Solutions

• Inform the customer that their payment requires additional action to complete.
• Ask the customer to contact their bank for more information about the payment failure.
• Ask the customer to confirm if any security holds, verification steps, or card restrictions need to be resolved.
• Retry the payment after the customer addresses any issues with their bank.
• Provide alternative payment options if the problem persists.