Root Cause

• Issuer flags on the card: The issuing bank may have flagged the card for fraud, expiration, or unauthorized use.

• Card reported lost or stolen: The card has been reported as compromised and is no longer valid.

• Inappropriate card use context: The card was expected to be used in a card-present environment, but the transaction was attempted online or in-app.

Troubleshooting and Solutions

• Inform the customer that their transaction was declined due to a card authorization issue reported by their bank.

• Ask the customer to:

  • Contact their card issuer to understand why the card cannot be used for online transactions.

  • Use a different card or payment method if the current card is no longer valid.

• Internally:

  • Ensure the system properly flags and logs the card-not-present environment and declines related to issuer instructions.

  • Avoid retrying the same card unless the customer confirms the issue has been resolved with the issuer.