Root Cause

• Incorrect payment lifecycle transitions: The payment was attempted in a state that does not allow processing (e.g., already completed, canceled, or expired).

• Gateway synchronization issues: The payment gateway and the merchant system are not aligned on the current state of the payment.

• System timing issues: The payment attempt occurred after a state change that rendered the payment invalid.

Troubleshooting and Solutions

• Inform the customer that their payment could not be processed due to an unexpected issue.

• Ask the customer to:

  • Retry the payment by initiating a new transaction.

  • Contact support@chargebee.com if the issue persists after retrying.

• Check your system logs and payment gateway status to confirm the current payment intent status.

• If the problem persists, contact Chargebee support for investigation and resolution.