Root Cause

• Incorrect login credentials: The customer entered an incorrect username, password, or authentication code.
• Expired or deactivated user account: The account being used for the transaction is no longer active or has expired.
• Account locked due to multiple failed attempts: Too many invalid login attempts resulted in the account being temporarily locked.
• Authentication system mismatch: The system failed to validate the credentials due to an integration or configuration issue.

Troubleshooting and Solutions

• Ask the customer to carefully verify and re-enter their correct login credentials.
• We recommend using any available “Forgot Password” or account recovery options to reset login details.
• If the issue persists, advise the customer to contact their bank for account verification and assistance.
• Ensure the authentication system is functioning correctly and is integrated properly with the payment gateway.
• Retry the transaction only after successful authentication has been confirmed.