Root Cause

• Session timeout: The customer took too long to complete the payment, and the transaction session expired.

• Authorization expiry: The authorization token or payment intent was not used within the allowed timeframe.

• Inactivity during checkout: The user navigated away or remained idle too long before submitting payment.

• Delayed response from the gateway: External delays caused the transaction to fall outside the valid processing window.

Troubleshooting and Solutions

• Inform the customer that their transaction session has timed out.

• Ask the customer to:

  • Reinitiate the payment process from the beginning.

  • Complete the checkout process without delays to avoid a timeout.

• Internally:

  • Review timeout settings for transaction sessions and payment intents.

  • Consider extending the session duration if timeouts are frequent.