Maya ONE App Decline Codes: Must Contact Bank/Issuer

Overview

These errors occur when the issuing bank declines the transaction for reasons related to the customer’s account, card status, or issuer-imposed restrictions.

In most cases, the customer must contact their issuing bank for clarification or resolution before retrying the transaction.

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).

---

Declines Requiring Contacting Bank or Issuer

Declined – Refer to Issuer

Cause and Impact:

The card issuer declined the transaction and requires the cardholder to contact their bank for more information. The transaction cannot proceed until the issue is resolved with the issuer.

Possible Maya ONE App Error:

Recommended handling:

Advise the customer to contact their issuing bank to resolve the issue before retrying.

---

Issuer Requests to Capture Card

Cause and Impact:

The card issuer has requested that the merchant capture the card due to security or fraud concerns.

The transaction is automatically declined and the cardholder should contact their bank.

Possible Maya ONE App Error:

Recommended handling:

Do not proceed with the transaction. Advise the customer to contact their bank immediately.

---

Stolen Card

Cause and Impact:

The card has been reported as stolen.

The issuer automatically blocks transactions for this card to prevent unauthorized use.

Possible Maya ONE App Error:

Recommended handling:

Reject the transaction and advise the customer to use a different payment method and contact their bank.

---

Transaction Not Permitted to Issuer

Cause and Impact:

The transaction type or amount is not allowed by the card issuer.

The issuer declined the transaction and may require the cardholder to contact them for clarification or authorization.

Possible Maya ONE App Error:

Recommended handling:

Inform the customer that their bank has restricted this type of transaction. Suggest contacting the issuer for assistance.

---

Transaction Not Permitted to Acquirer

Cause and Impact:

The acquirer is not authorized to process the transaction type requested.

This may be due to network restrictions or issuer-acquirer limitations.

Possible Maya ONE App Error:

Recommended handling:

Retry with a different card or payment method. The customer may need to contact their bank.

---

Restricted Card

Cause and Impact:

The card has restrictions placed by the issuer that prevent certain types of transactions.

The cardholder must contact their bank to lift or modify these restrictions.

Possible Maya ONE App Error:

Recommended handling:

Advise the customer to contact their bank to lift restrictions or use another card.

---

Invalid Issuer

Cause and Impact:

The transaction failed because the issuer information is invalid or unrecognized by the network.

The cardholder should contact their bank for assistance.

Possible Maya ONE App Error:

Recommended handling:

Ask the customer to verify their card or use a different one issued by a valid bank.

---

Invalid Transaction – Contact Issuer

Cause and Impact:

The transaction was not accepted by the issuer due to an invalid or unsupported request.

The cardholder should contact their bank to resolve the issue.

Possible Maya ONE App Error:

Recommended handling:

Inform the customer to reach out to their issuing bank to resolve any account or authorization issues.

---

FAQs

Q: Can the customer retry the same card when the error requires contacting the bank/issuer?

A: Retrying may still result in a decline unless the customer resolves the issue with their bank. It’s best to advise them to contact their issuing bank before attempting again.

Q: Do declines requiring contacting the bank/issuer mean there’s a problem with the ECR or Maya Terminal?

A: No. These declines come from the issuer side. The terminal and ECR integration are working as expected; they are simply relaying the bank’s decision.

Q: What if this happens across multiple cards or repeatedly for many customers?

A: If several transactions fail with the same issuer or card network, escalate to Maya Business Support for review. There may be temporary network or issuer routing issues.

---

Next Steps

When encountering “Customer Must Contact Bank / Issuer” decline codes:

1. Check the Decline Details
   • Review the error message and response code (e.g., PY0119 – Issuer declined card or account, PY0120 – Issuer decline).
   • Confirm if the decline came from the issuer or the network.
2. Inform the Customer
   • Politely advise the cardholder to contact their bank for clarification or to use another card.
   • Do not attempt repeated retries, as this may trigger issuer-side fraud controls.
3. Verify Integration Logs
   • For the ECR-integrated setup, ensure that the ECR correctly received and displayed the decline message.
   • Record the response code, timestamp, and command status (R – Rejected).
4. Rule Out Non-Issuer Causes
   • Confirm that the terminal and network are stable.
   • If other transactions (different cards or banks) succeed, the issue is confirmed to be issuer-side.
5. If persistent or widespread, email [email protected] providing the following details:
   • Terminal Type (Sunmi / PAX / PAX Lite)
   • Merchant and Terminal IDs
   • Error message or code
   • Screenshot or log excerpt