Root Cause

• Issuer requires voice authorization: The customer's bank has requested a manual verification through a phone call before approving the transaction.

• High-risk or high-value transaction flagged: The transaction amount or nature triggered additional scrutiny requiring manual authorization.

• Issuer policy for specific transactions: Some banks enforce voice authorization for certain merchant categories or transaction types.

• Outdated card verification process: Older cards or certain financial institutions still require manual voice authorization in rare cases.

Troubleshooting and Solutions

• Inform the customer that completing this transaction will require additional time due to manual bank verification.

• If proceeding, contact the card issuer's authorization center as instructed to obtain the required approval code.

• Clearly communicate to the customer that this process is initiated and controlled by their bank for security reasons.

• Recommend that the customer use an alternative payment method to avoid delays.