Root Cause

• Missing creditor details: The payer did not provide the required name or address information during the transaction.

• Incomplete payment request: The submitted transaction request lacked mandatory fields for creditor information.

• Payment gateway validation enforcement: The gateway blocked the transaction because essential creditor identification details were not provided.

• Regulatory compliance requirement: Name and address details are mandatory for identity verification and regulatory compliance (e.g., KYC/AML regulations).

Troubleshooting and Solutions

• Ask the customer to provide complete and accurate name and address details before submitting the transaction.

• Ensure the payment form includes clearly labeled and mandatory fields for the payer's name and address.

• Update API request structures to include the required creditor information as per payment gateway specifications.

• Display informative validation errors to notify users when mandatory information is missing.

• If regulatory requirements have changed, confirm updated information collection guidelines with the payment gateway.