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gateway
gateway.payment_method.card_inactive
We are unable to process the transaction because the card used is inactive and requires activation by the cardholder or issuer. Please advise the customer to contact their card issuer to activate their card or use an alternative payment method.
Recommended Customer Message
Your card is currently inactive and cannot be used for transactions until it is activated by you or your card issuer. Please contact your card issuer's customer service to activate your card.
Root Cause
- Card not yet activated: The card has been issued but has not gone through the required activation process by the cardholder. Issuer-initiated deactivation: The card has been deactivated by the issuer due to inactivity, account changes, or security reasons.
- Pending verification: The card requires additional verification steps before activation is completed.
- Cardholder delay: The customer received the card but hasn’t completed the necessary activation steps.
Troubleshooting and Solutions
- Ask the customer to contact their card issuer to activate the card.
- Recommend completing any pending verification steps required for activation.
- Retry the transaction after the card has been successfully activated.
- Suggest using an alternative active payment method to complete the transaction.
- Clearly display appropriate messaging in the checkout flow to help customers understand and resolve inactive card issues.