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gateway
gateway.identity_verification.pin_required
The transaction requires the customer to enter a PIN for authentication. Please advise the customer to provide their PIN and retry the transaction. If the issue persists, check the payment gateway settings or consult the card issuer.
Recommended Customer Message
A PIN is required to complete this transaction. Please enter your PIN and try again. If you have forgotten your PIN or encounter issues, contact your bank or card issuer for assistance.
Root Cause
- PIN authentication required: The card issuer mandates PIN entry for completing this type of transaction.
- Card security policy enforcement: Certain transactions, especially those involving chip-and-PIN or higher value payments, require PIN verification.
- Payment gateway or terminal configuration: The system is configured to request a PIN for added security, even for online or contactless payments.
- Strong Customer Authentication (SCA) compliance: Regulatory requirements such as PSD2 may enforce PIN verification for specific transactions.
Troubleshooting and Solutions
- Ask the customer to enter their correct PIN and retry the transaction.
- We recommend contacting their bank or card issuer if they’ve forgotten the PIN or are experiencing issues.
- If the customer continues to face issues, suggest using an alternative payment method.
- Verify payment gateway and terminal settings to ensure correct handling of PIN authentication prompts.