Root Cause

• Incorrect merchant account configuration: Essential settings (such as API keys, credentials, or gateway rules) are missing or misconfigured.

• Disabled payment methods: The requested payment method is not enabled in the gateway configuration.

• Environment mismatch: A transaction is being sent to the wrong environment (e.g., production credentials used in sandbox).

• Gateway integration errors: The integration code is passing unsupported or invalid parameters based on the current setup.

Troubleshooting and Solutions

• Internally:

  • Review the payment gateway configuration in your system or admin console.

  • Verify credentials, environment (test vs. live), payment method enablement, and webhook URLs.

  • Check the gateway documentation for any mandatory fields or setup steps you might have missed.

• Ask the customer to:

  • Retry the transaction once the configuration is corrected.

  • Contact support@chargebee.com if the problem persists despite correct inputs.

• If needed, contact the payment gateway or the Merchant Service Provider for assistance in resolving the misconfiguration.