Root Cause

• Direct Debit block initiated by bank: The bank has restricted the account, preventing Direct Debit transactions.

• Customer-requested block: The account holder has requested the bank to block Direct Debits on their account.

• Security or compliance reasons: The account has been blocked due to compliance reviews or suspicious activity.

• Account under investigation: The bank is investigating the account, and all automatic debit transactions have been suspended.

Troubleshooting and Solutions

• If your customer wishes to continue using this payment method, ask them to contact their bank to lift the Direct Debit block.

• Recommend your customer to use an alternative payment method or bank account that allows Direct Debits.

• Do not retry the transaction until the customer confirms that the block has been removed.

• Clearly communicate to the customer the reason for the transaction failure and the required next steps.

• Remove the blocked account from saved payment methods to avoid further transaction failures.