Root Cause

• Account flagged as deceased: The bank has officially recorded the account holder as deceased, and the account is no longer active for transactions.

• Mandate setup restrictions: Banks do not allow new mandates or payment agreements to be set up on accounts held by deceased individuals.

• Outdated account records: Attempting to use an account that has not been updated or closed following the death of the account holder.

Troubleshooting and Solutions

• Stop further transaction attempts using this bank account immediately.

• We recommend that the responsible party contact the bank to manage or close the deceased person's account.

• Ensure that all account holder information is reviewed and updated before attempting to process future transactions.

• Remove the account details from saved payment methods to avoid future transaction failures.

• If required, provide the responsible party with guidance on updating payment information using a valid, active account.