Root Cause

• Customer or payment profile missing: The provided customer or payment profile ID does not exist in the payment gateway system.
• Incorrect profile details entered: The customer or payment profile information submitted during the transaction is incorrect or outdated.
• Deleted or deactivated profile: The customer’s payment profile was previously removed or deactivated from the gateway.
• Synchronization issues: The merchant’s system is not properly synchronized with the payment gateway, leading to profile lookup failures.

Troubleshooting and Solutions

• Ask the customer to verify and update their payment information before retrying the transaction.
• Ensure that the correct and active customer or payment profile ID is used in the request.
• If the profile has been deleted or deactivated, request the customer to create or provide a new payment profile.
• Retry the transaction after confirming the availability of the correct customer or payment profile in the gateway.
• Contact the payment gateway support team if the issue persists despite providing valid profile details.