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Common collection issues

Fraud block errors

Edited

Fraud block errors are errors that occur when transactions fail to pass risk checks or authentication stages in the payment process due to potential fraud. These errors are designed to protect both the business and the customer from fraudulent transactions.

We’ve highlighted the most common fraud block errors customers experience.

Error message 

What it means

How to resolve

Authorization was abandoned. Please try again

This means the transaction wasn't completed by the customer attempting the transaction.
The customer likely stopped at the 3DS or OTP stage.
3DS, also known as 3DSecure or 3-D Secure Authentication, is an extra level of security to ensure that every transaction done with your card is authorized by the cardholder. This is implemented to reduce fraudulent activities for Card Not Present (CNP) transactions.

Kindly advise the customer to try the payment again and be sure to complete the authentication process for that transaction.

Cardinal Authentication Required

This means that your customer's card Bank Identification Number (BIN), which is typically the first 6 digits on their bank card, does not support 3-D Secure Authentication.
3-D Secure Authentication, also known as 3DS or 3DSecure is an extra level of security to ensure that every transaction done with a card is authorized by the cardholder. This is implemented to reduce fraudulent activities for Card Not Present (CNP) transactions.

Kindly have the customer contact their bank to get their card enabled for 3-D Secure Authentication.

Identification required

This means that we could not authenticate the customer's transaction via 3D Secure authentication.

Kindly advise your customer to contact their bank to confirm if their card is enabled for 3D Secure authentication.

The cardholder was not authorised. This is used in 3-D Secure Authentication

This means that 3D secure authentication was attempted on the card, but the customer's card isn't enrolled. 3DS, also known as 3DSecure or 3-D Secure Authentication, is an extra level of security to ensure that every transaction done with your card is authorized by the cardholder. This is implemented to reduce fraudulent activities for Card Not Present (CNP) transactions.

Kindly advise your customer to contact their bank to register for Mastercard Secure code for Mastercard or Verified by Visa for Visa cards.

Transaction not permitted to cardholder

This means that the customer's transactions are being restricted by their bank.

Please advise the customer to reach out to their bank for further assistance to understand why their transactions are being restricted.

Transaction was blocked by the Payment Server because it did not pass all risk checks

This means that the customer's card is not registered for 3DS authentication, which is required before a transaction can be completed.
3DS, also known as 3DSecure or 3-D Secure Authentication, is an extra level of security to ensure that every transaction done with your card is authorized by the cardholder. This is implemented to reduce fraudulent activities for Card Not Present (CNP) transactions.

Kindly advise your customer to contact their bank to register for Mastercard Secure code for Mastercard or Verified by Visa for Visa cards.

Please feel free to reach out to us via email at support@paystack.com or via our contact form if you need any more help.