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gateway
gateway.payment_method.card_pin_retries_exceeded
The card used for the transaction has been declined because it is currently locked due to excessive incorrect PIN entries. Please advise the customer to contact their card issuer to unlock their card and complete the transaction.
Recommended Customer Message
Your card has been locked due to excessive incorrect PIN entries for security reasons. To unlock your card, please contact your card issuer's customer service immediately. They will assist you in resetting your PIN and reactivating your card.
Root Cause
- Card locked due to security reasons: The customer exceeded the maximum number of allowed incorrect PIN attempts, triggering a security lock.
- Fraud prevention measures: The card issuer automatically locked the card to prevent unauthorized access after repeated failed PIN entries.
- Customer confusion or forgotten PIN: The customer may have forgotten their correct PIN or confused it with another, leading to repeated failures.
Troubleshooting and Solutions
- Ask the customer to contact their card issuer immediately to unlock the card and reset the PIN.
- Advise the customer to verify their correct PIN before attempting further transactions.
- Recommend using a different payment card to complete the transaction if immediate resolution is not possible.
- Clearly display payment failure reasons to help customers take appropriate corrective actions.