Root Cause

• Account under investigation: The bank has frozen the account due to suspected fraudulent activity or ongoing investigations.

• Regulatory or legal hold: A legal or regulatory action has resulted in the temporary freezing of the account.

• Outstanding dues or compliance issues: The account has been frozen due to unpaid dues or failure to meet compliance requirements.

• Security concerns: The bank detected unusual or high-risk activity and froze the account to prevent unauthorized transactions.

Troubleshooting and Solutions

• Ask your customer to contact their bank to understand the reason for the freeze and resolve the issue.

• Recommend your customer to use a different active bank account or payment method to complete the transaction.

• Retry the transaction only after the customer confirms the account is unfrozen.

• Clearly inform your customer that frozen accounts cannot be used for transactions until resolved.

• Remove any saved payment details associated with the frozen account to avoid repeated failures.