Root Cause

• Missing account number: The payer did not provide the required account number during the transaction process.

• Frontend/Checkout Issue: The checkout form either didn't enforce the mandatory data or did not correctly collect and transmit the account information to the server.

• User Input Error: The customer left required critical fields blank (e.g., card number, bank account number, billing address).

• Incorrect API request structure: If this is part of the API flow, the integration did not include the necessary account number field in the transaction request.

Troubleshooting and Solutions

• Instruct the customer to enter and verify their account number before retrying the transaction.

• Ensure the payment form / Checkout collects all required fields, including the account number, and validates the input before submission.

• Review and update API request structures to include the necessary account details as per gateway specifications.

• Provide clear error messages on the payment form to inform users of missing mandatory details.

• If the required information is already passed, contact the payment gateway support team to confirm the additional details needed