Root Cause

• Multiple incorrect PIN attempts: The customer repeatedly entered an incorrect PIN, triggering the card's security lock.
• Issuer security policy enforcement: The card issuer has locked the card temporarily to prevent fraudulent activity.
• Cardholder forgot the correct PIN: The customer may not recall the correct PIN and exceeded the allowed number of attempts.
• ATM or POS lockout: The card was locked through failed attempts at ATMs or point-of-sale devices.

Troubleshooting and Solutions

• Instruct the customer to contact their card issuer’s customer service to unlock the card and reset the PIN if necessary.
• We recommend using an alternative card or payment method to complete the transaction.
• Advise the customer to avoid retrying transactions until the card has been successfully unlocked.
• Ensure payment forms or devices clearly display authentication failure messages to avoid repeated incorrect attempts.