Root Cause

• Temporary gateway processing issues: The payment processor experiences momentary disruptions affecting transaction submissions.

• Invalid or incomplete submission payload: Data required for processing is missing or incorrectly structured.

• Timeouts or transmission errors: Network delays or interruptions during transaction submission.

• System maintenance: The payment gateway is undergoing scheduled maintenance, affecting transaction processing.

Troubleshooting and Solutions

• Inform the customer that there was a temporary problem submitting their transaction.

• Ask the customer to:

  • Retry submitting the transaction after a few minutes.

  • Ensure that all required information is correctly filled in before resubmitting.

• Internally:

  • Monitor the gateway's service status page for any reported disruptions or maintenance activities.

  • Review system logs if invalid payloads are suspected.

• Implement a standard retry mechanism to resubmit affected transactions automatically where applicable.