Customer Unable to Make Payments

Last updated: June 12, 2026

If a customer is reporting that they cannot complete a payment and it appears that their bank is rejecting the attempts, the following may be happening:

  1. Customer Authorization Not Completed:

    • For redirect-based payment flows, the customer must authorize the payment in their bank app.

    • Ask the customer to confirm that they are completing all steps in the bank’s authentication flow.

  2. Bank Compliance or Risk Blocking:

    • Some banks may block payments due to internal compliance checks or risk rules.

    • Important: Only direct customers to contact their bank if the payment failure is due to bank-side restrictions during payment execution (e.g., the bank is actively blocking the transfer). If you receive an invalid_request_error, this indicates a client-side issue with the request itself (such as missing or invalid parameters, or authentication problems). Check the error response's code and message fields to identify and fix the specific issue on your end.

    • Advise the customer to contact their bank’s customer support for clarification and resolution.