# gateway.transaction_processing.refer_to_customer

> For the complete machine-readable documentation index, see [llms.txt](https://apidocs.chargebee.com/llms.txt).


**gateway**

The payment was declined and the bank is requesting that the customer contact them directly. This typically indicates that additional verification is required or there are account-specific issues that need to be resolved before the transaction can be processed.

## Recommended Customer Message

The payment couldn't be completed. Please try a different payment method or contact your bank for more information

## Root Cause[](#root-cause)

-   **Insufficient information from the issuer:** The customer's bank did not provide a detailed decline reason.
-   **Additional verification required:** The customer may need to approve or authenticate the transaction.
-   **Account-specific issues:** Issues such as holds, restrictions, or blocks on the customer's account that are not disclosed in the gateway response.

## Troubleshooting and Solutions[](#troubleshooting-and-solutions)

-   Inform the customer that their payment requires additional action to complete.
-   Ask the customer to contact their bank for more information about the payment failure.
-   Ask the customer to confirm if any security holds, verification steps, or card restrictions need to be resolved.
-   Retry the payment after the customer addresses any issues with their bank.
-   Provide alternative payment options if the problem persists.