Root Cause

• Failed identity verification: The cardholder’s ID documentation did not pass the Know Your Customer (KYC) verification process.
• Invalid or expired documents provided: The submitted ID was invalid, expired, or did not meet regulatory requirements.
• Mismatch in identity details: The information on the ID did not match the cardholder’s account or transaction details.
• Poor document quality: The ID documents were blurry, incomplete, or otherwise unreadable during verification.

Troubleshooting and Solutions

• Advise the customer to contact their issuing bank to resolve the KYC verification failure.
• We recommend that the customer provide valid, unexpired, and clear identity documents for future verification.
• Suggest using an alternative payment method if the customer is unable to resolve the KYC issue immediately.
• Inform the customer that completing KYC verification is mandatory for certain transactions under regulatory guidelines.
• Retry the transaction only after the issuing bank / customer confirms successful completion of the KYC process.