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gateway

gateway.payment_method.card_issue

We encountered an issue processing your transaction, possibly due to a problem with the customer’s card or a temporary issue at their bank. Please advise the customer to retry the transaction. If the decline continues, kindly request a different card or payment method.

Recommended Customer Message

There may be an issue with your card or a temporary problem at your card-issuing bank. Please try again. If the decline persists, please use a different card or payment method.

Root Cause

  • Temporary bank-side issues: The card-issuing bank is experiencing temporary service disruptions or processing delays.
  • Card under review or restricted: The customer’s card is flagged for review or temporarily restricted by the bank due to recent activity or security concerns.
  • Issuer decline without a specific reason: The issuing bank declined the transaction without providing a detailed error code or reason.
  • Network or routing issues: Technical problems in the transaction routing process between the payment gateway and the card issuer.

Troubleshooting and Solutions

  • Retry the transaction after a short interval to rule out temporary bank-side issues.
  • Advise the customer to contact their card issuer to confirm if the card has any blocks or restrictions.
  • Suggest using an alternative card or payment method if the issue persists.
  • Monitor for recurring declines from the same issuer and escalate to the payment gateway if necessary.
  • Clearly inform customers of the failure reason and guide them on possible next steps to resolve the issue.