Maya ONE App Decline Codes: Issuer / Network Temporary Issues (Retry Later)

Overview

These errors occur when the card issuer’s or payment network’s systems are temporarily unavailable, overloaded, or enforcing transaction limits. Transactions that fall under this category are not permanently declined and may succeed when retried after some time or when the transaction amount is adjusted.

Note: The error or decline code is only prompted in the Maya Terminal, where the Maya ONE App is installed.

For ECR-integrated setup, Maya Terminal sends a decline response, with a command status R for Rejected, to the connected Electronic Cash Register (ECR).

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Declines Due to Network Issues

Request Cannot Be Processed at This Time

Cause and Impact:

The payment gateway or network is temporarily unavailable.

Possible Maya ONE App Error:

Recommended handling:

Retry the transaction after a few minutes.

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Issuer System Inoperative

Cause and Impact:

The card issuer’s system is temporarily unavailable or undergoing maintenance, preventing authorization requests from being processed.

Possible Maya ONE App Error:

Recommended handling:

Retry the transaction after a short period or use an alternative payment method.

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Payment Gateway Routing Error

Cause and Impact:

A temporary issue occurred in the payment network routing between the issuer and the gateway. (Note: This does not refer to the Maya Payment Gateway itself.)

Possible Maya ONE App Error:

Recommended handling:

Retry later. If the issue persists, escalate to Maya Support for investigation.

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Payment Gateway System Error

Cause and Impact:

A temporary system issue occurred in the payment network’s backend or routing environment. (Note: Not related to Maya Payment Gateway.)

Possible Maya ONE App Error:

Recommended handling:

Retry the transaction later or report to Maya Support if the problem continues.

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Payment Gateway Timeout

Cause and Impact:

The payment network or issuer took too long to respond, causing a timeout error during authorization. (Note: Not referring to Maya Payment Gateway.)

Possible Maya ONE App Error:

Recommended handling:

Retry the transaction after a short interval. If timeouts recur frequently, escalate to Maya Support for further review.

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FAQs

Q: What causes these temporary Issuer/Network issues?

A: Common causes include:

• The issuer’s authorization system is down or unreachable.
• The card network (e.g., Visa, Mastercard) is experiencing delays.
• Transaction routing failed or timed out.
• The issuer temporarily restricted transaction amounts or limits.

Q: Are the Issuer/Network issues terminal or an integration issue?

A: No. These declines are external to the terminal or POS setup. The request reaches the network but fails to complete due to issuer or network unavailability.

Q: Can the customer retry immediately when there is an Issuer/Network Temporary issue?

A: Yes, but if the same decline repeats after multiple retries, it’s better to advise the customer to use another card or payment method.

Q: Why does the terminal show “Issuer system unavailable” or “Timeout”?

A: These messages indicate that the terminal’s transaction request did not receive a timely or valid response from the issuer or network gateway.

Q: Are these related to Maya’s payment gateway?

A: No. These errors occur beyond Maya’s processing environment — typically within the issuer’s system or interbank network.

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Next Steps

When encountering Issuer / Network Temporary Issues (Retry Later):

1. Confirm the Error Message
   • Look for messages such as:
     • “Issuer system unavailable”
     • “Routing error”
     • “System error”
     • “Timeout”
     • “Account limit exceeded”
2. Advise the Customer
   • Politely explain that the issue is temporary and related to their bank or card network.
   • Suggest the following:
     • Retry the transaction after a few minutes.
     • Use another card or payment method.
     • Contact their issuing bank if the issue persists.
3. Avoid Repeated Immediate Retries
   • Repeated retries in a short span may still fail while the issuer system is recovering.
   • Wait at least 1–2 minutes before retrying.
4. Verify Terminal Connectivity and Status
   • Ensure the terminal is connected and not in offline mode.
   • If other transactions succeed, the issue is confirmed to be on the issuer/network side.
5. Check for Transaction Amount Limits
   • For “Amount Limit Exceeded” errors, confirm whether the cardholder’s daily or per-transaction limit was reached.
   • Suggest reducing the transaction amount or using another card.
6. Review Logs for Confirmation
   • Check the terminal or ECR logs to confirm the issuer’s response code (e.g., 2061, 2091, 2096, 2098).
   • Note timestamps and reference numbers for pattern tracking.
7. Escalate if Persistent Across Cards or Issuers
   • If multiple issuers or card types experience similar issues, report to [email protected] for investigation.
   • Provide the following details:
     • Terminal Type (Sunmi / PAX / PAX Lite)
     • Merchant and Terminal IDs
     • Error message or decline code
     • Transaction timestamps and reference numbers
     • Logs showing issuer/system response failures