Failure Insights provides detailed information about the cause of a payment failure for your users and helps identify potential resolutions or suggestions to address the issue. It is designed to analyse the payment failure scenario and provide actionable insights that you can provide to your users to help resolve the problem efficiently.
Note: Failure Insights will only be available when our analysis identifies a valid scenario that matches a known payment failure pattern. In cases where the payment failure doesn't align with predefined scenarios, or when there isn't enough information to provide an accurate diagnosis, insights may not be available.
Difference Between Resolution and Suggestions
| Term | Definition | Purpose | Example |
|---|---|---|---|
| Resolution | A single, definitive solution to fix the issue causing the payment failure. | To provide a clear, actionable fix for resolving the payment failure. | TransferFundsToPayerAccount Move additional funds into your bank account to ensure sufficient balance is available for the payment. |
| Suggestions | Recommendations or alternative approaches that may help mitigate the failure or improve the process. A suggestion can be one or more actions. | To provide troubleshooting steps or workarounds that are most likely to resolve the issue. | VerifyBankPermissions Check that the necessary permissions are enabled in your bank account to authorise this transaction. ValidatePayeeAccountInformation Double check the recipient (payee) account details to ensure they are correct and compatible with the payment. |
Failure Insights Codes and Descriptions
| Code | Description |
|---|---|
| AddTrustedBeneficiary | Your user must ensure the recipient is set up as a trusted beneficiary in their bank account to allow the payment to proceed. |
| BankMaintenanceInProgress | The bank is currently undergoing scheduled or unscheduled maintenance. During this period, certain operations or services may be temporarily unavailable or delayed due to the maintenance activity. Your user can reattempt the payment later. |
| BankMobileAuthorisationConflict | The payment cannot be authorised using a mobile device due to a conflict or limitation with the bank's systems. To proceed, please ask your user to authorise the payment using a desktop device. |
| ChangePaymentAmount | Your user will have to check their bank’s minimum and maximum transaction size. Then, adjust the payment amount to adhere within these limits. |
| CheckDailyTransactionLimitExceeded | Your user will need to check that the payment amount does not exceed the daily transaction limit set for their bank account. |
| CheckPaymentDetailsForPotentialDuplicate | Payment flagged as a potential duplicate. We advise your user verifies this within their bank account. If it’s not a duplicate, they can adjust the payment amount or reference to prevent conflicts with any previous transactions. |
| ConfirmDualAuthorisationSettings | Your user will have to check that dual authorisation settings are correctly configured in their bank account. |
| PaymentCancelled | The payment attempt has been cancelled, no funds have been taken from the user's account. |
| ReauthenticateUser | Your user will need to log in to their bank again to resolve any authentication issues that may have disrupted the payment process. |
| RetryPaymentAndCompleteAuthorisationProcessWithinTimeConstraint | The authorisation of this payment was not completed in time. Your user should reattempt the payment and ensure the full authorisation process is completed. |
| RetryPaymentIfIssuePersistsContactBank | Wait a few minutes and then attempt the payment again. If the issue persists, your user should reach out to the bank for support. |
| SelectDifferentPaymentDate | If the payment execution date has passed or is not supported, your user must choose an alternative date for processing the payment. |
| TransferFundsToPayerAccount | Your user will need to move additional funds into their bank account to ensure sufficient balance is available for the payment. |
| UseAlternativePayerAccount | If the payer account your user has used is unable to complete the payment, consider using a different account. |
| ValidatePayeeAccountInformation | Get you user to double check the recipient (payee) account details to ensure they are correct and compatible with the payment. |
| VerifyBankPermissions | Your user will need to check that the necessary permissions are enabled in their bank account to authorise this transaction. |
Examples
Resolution Example
Scenario 1: Insufficient Funds
Failure Insights provided to resolve the issue of insufficient funds.
{
//... ,
"failureInsights": {
"resolution": "TransferFundsToPayerAccount"
}
}
Explanation: The resolution is to transfer additional funds into the payer's account to ensure there are enough funds available to complete the payment.
Suggestions Example
Scenario 2: Bank Maintenance
Failure Insights provided to resolve a payment failure caused by bank maintenance.
{
//... ,
"failureInsights": {
"suggestions": ["VerifyBankPermissions", "ValidatePayeeAccountInformation"]
}
}
Explanation: The suggestions include verifying your account or open banking permissions with the bank and validating that the payee account information is correct.