What is a locked Payment Method, and how do I resolve this?

Locked Payment Method Help

If you or a client is reporting a Payment Method on file as being "Locked", this was triggered to prevent further usage of the card.

Indication on a specific card on file:

Special attention is now required to resolve this, in order to use the credit card again. 

  • In summary, this consists of editing the card on file, making a change, and saving, or deleting/re-adding the card on file.

Investigation

The Locking action is a result of two possible scenarios:

  • 15 consecutive failed transaction attempts using the card
  • A critical transaction failure, resulting in an error code that immediately prohibits from attempting again

To find out which of the two scenarios is the root cause, use the built in transaction reports inside of ConnectBooster, or view the Transaction History on the customer's profile overview page.

If further detailed investigation is necessary, please utilize the BNG Gateway Transaction Reports to find the last attempt using the credit card in question.

Login to the BNG Gateway.

Navigate to Transaction Reports + Reports.

Enter the last 4 digits of the card in question to see transactions only related to the card.

Select the "ID" to view the details, and note the response error on the bottom half.

View the Error response on the bottom of the transaction.



Resolution - How to "Unlock"

In the event a card becomes "locked", manual intervention by EDITING the card by either the client, or your behalf is required.

Select Manage + Edit, make any change, and save.

Note: to make an edit, the full card number information will be required again.

Updating the "Friendly Name" DOES constitute as a change to unlock the payment method. This is helpful if the billing information stays the same, and the customer resolved the issue with their credit card bank.


Please note: if the customer has not resolved the underlying failure cause with their Credit Card Issuer, the card is likely to lock again after either 15 consecutive failed attempts, or immediately on the next prohibited type response.


Report of All locked Credit Cards:

To find a list of all Credit Cards in the "Locked" status, navigate via + Reports.

  • 1. Select the "Expiring and Locked Credit Cards" report.
  • 2. Set the filter by "Status"
  • 3. Type in Locked

Please use this report as reference, and and resolve by going to the customer directly, and following the same resolution indicated above.