Customer errors

This means that the transaction was most likely already successful, but the customer reloaded the checkout page and the same transaction was sent to the backend.

The customer need not retry the transaction as the first attempt was most likely successful.

This typically means that the customer abandoned the transaction at the point of authentication.

The customer needs to retry the transaction and provide the OTP on their token device to complete the transaction.

This means that the card the customer attempts to pay with has expired.

The customer will need to contact their bank to get a new card.

This error message is generated when a customer provides the incorrect date of birth details to complete a Pay with Bank transaction.

The customer will need to retry the transaction and ensure they provide the correct date of birth details to complete the transaction.

This means the customer provided an incorrect PIN to authenticate the transaction.

They will need to complete the transaction with the correct card pin.

If you attempted a transaction that failed with the error ‘Insufficient funds’, it means your card is not adequately funded for the amount you're trying to pay. In other words, what you're trying to buy costs more than the money in your bank account.

Occasionally, your bank might decline a transaction because of ‘Insufficient Funds’, and after you check your account, you discover that there are funds available for the purchase.
This can happen if there are other transactions in your account for which there is a temporary authorization, for example, a running subscription or a pending debit not yet deducted.

An authorization can block the transaction amount in your account, thus reducing the available balance.
The authorization is time-bound, and after it has expired, you'll be presented with your available balance.

To resolve this, you should fund your bank account to cover the difference between the amount to be paid or use another card that is adequately funded to make the transaction.

In cases where the ‘Insufficient funds’ error is because of a lien on your bank account, you should reach out to your bank for the details of the lien that has been placed on your account and have it resolved.

This means the customer entered the wrong card number (16 digits on their bank card) to complete the transaction.

They will need to retry the transaction with the correct card details (the 16 digits on their bank card).

This means that the customer's OTP to authenticate the transaction is invalid.

They will need to retry the transaction and ensure they provide the correct OTP for authentication.

This means that the customer provided an incorrect token during authorization.

They will need to retry the transaction with the correct token from their bank.

This means that the customer dialled an incorrect USSD code while trying to complete a USSD payment.
There could be a digit or two missing from the one generated on the checkout form to make payment.

The customer can retry the transaction and ensure they are dialling the correct USSD code generated on the checkout interface for making payment by just tapping on the code presented and dialling it to complete the payment.

This means that the customer did not complete this transaction because the OTP was sent to them, but it was not inputted for transaction authorization.

The customer will need to retry the transaction and provide the OTP on their token device in less than 1 minute to complete the transaction.

This error is specific to Pay with bank transactions on the checkout form.
It means the customer did not provide the phone number registered with their bank account to complete the transaction.

The customer must retry and complete the transaction by providing the phone number registered with their bank account.

This error is specific to Pay with Bank transactions on the checkout form.
This means that the customer did not provide the correct phone number to complete the transaction.

The customer will need to retry and complete the transaction by providing the correct phone number.

This means that the card number the customer filled in on the checkout form is not on file with the card-issuing bank (their bank).
It could also mean they filled in the wrong card number or expiry date.

They will need to retry the transaction with the correct card details or escalate to their bank for further assistance if retrying the payment doesn't work.

This means that the customer abandoned the transaction at the point of authentication.

The customer needs to retry the transaction and provide the OTP on their token device to complete the transaction.

This means that the customer has tried to complete the transaction with an incorrect PIN beyond the number of trials the processor sets (usually 3 to 4 times).

They will need to retry the transaction after a while (minimum of 24 hours) and ensure they provide the correct PIN to complete the transaction.

This error is specific to Guaranty Trust Bank (GTB) Pay with Bank transactions.
It occurs when the customer does not complete the transaction on the GTB iBank platform.

The customer needs to retry the transaction and log into their internet banking platform on their device to complete the transaction.

This error is specific to the Guaranty Trust Bank 737 USSD channel.
It occurs when the customer does not complete the USSD transaction on their mobile phone.

The customer needs to retry the transaction and dial the USSD code to complete the transaction.

This means that the account number the customer provided is incorrect.

The customer will need to retry the transaction and ensure they input the correct account number.

This means that the customer did not input the token sent to them by their bank to complete the transaction.

They will need to retry the transaction and input the token sent to them by their bank to complete the transaction.

This error means that the customer did not provide their date of birth to complete a Pay with Bank transaction.

They will need to retry the transaction and provide the correct date of birth to verify and complete the transaction.

This means that the customer did not input the token sent to them by their bank to complete the transaction.

The customer must retry the transaction and provide the OTP on their token device to complete it.

This error is unique to GTB transactions.
It means that the customer abandoned the transaction at the point of authentication.

The customer needs to retry the transaction and provide the OTP on their token device to complete the transaction.

This means the customer provided the wrong account number when attempting an ALAT by Wema transaction.

Kindly advise the customer to retry the transaction and ensure they input the correct account number.

The target authorization error is peculiar to mobile money transactions.
It usually happens when there's a limit on the mobile money wallet being used, and the customer is attempting to pay an amount above that limit.
It could also occur if the wallet is not adequately funded for the transaction the customer is trying to make.

Please confirm that the mobile money wallet the customer uses is adequately funded and has no limits preventing them from making that transaction.

This means that the customer provided an incorrect token during the authorization stage.

The customer needs to retry the transaction and provide the correct token.

This means the customer is not registered on the OTP platform by their Card/issuer.

The customer needs to contact their bank to register them for OTP.

This means that the token provided by the customer has expired.

The customer needs to retry the transaction and provide the OTP on their token device in less than 1 minute to complete the transaction.

This means that the customer did not complete the transaction.

The customer needs to retry and complete the transaction.

This means that the transaction was initiated by the customer but not completed.

The customer will need to retry the transaction.

This means that the customer either entered an incorrect mobile number or a number not registered with their bank platform.

The customer needs to attempt the transaction/transfer with the correct phone number that is registered with their bank platform.

This response means that the customer does not have enough money in their bank account to complete the transaction.

Kindly advise the customer to fund their account and try the transaction again.