Root Cause

• Exceeding card balance limits: The transaction attempts to load or activate an amount that surpasses the maximum allowed for that gift card type.

• Issuer restrictions: The card issuer enforces a cap on the maximum loadable or storable amount.

• Regulatory compliance: Some jurisdictions limit the maximum value that can be stored on prepaid or gift cards.

Troubleshooting and Solutions

• Inform the customer that their activation or load amount exceeds the maximum balance allowed for their gift card.

• Ask the customer to:

  • Reduce the load amount and try the transaction again.

  • Refer to their card issuer's terms to understand applicable limits.

• Internally:

  • Validate maximum load limits against issuer guidelines during checkout or top-up workflows.

  • Evaluate if you want to block prepaid cards at the entry going forward if there are more such failures happening.