Maya ONE App Decline Codes: PIN / Security Validation

Overview

This category includes errors related to incorrect or failed security validations such as PIN entry, CVV verification, or 3D Secure (3DS) authentication. These declines typically originate from the issuer or payment gateway and indicate that the customer must correct their security input or contact their issuing bank.

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 PIN / Security Validation

PIN Not Changed

Cause and Impact:

The cardholder has not updated their PIN as required by their issuing bank, preventing the transaction from being completed.

Possible Maya ONE App Error:

Recommended handling:

Advise the customer to update their PIN with their issuing bank before attempting the transaction again.

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PIN Try Limit Exceeded

Cause and Impact:

The cardholder has exceeded the maximum allowed number of PIN attempts, resulting in the card being temporarily locked.

Possible Maya ONE App Error:

Recommended handling:

Ask the customer to contact their issuing bank to reset their PIN attempt counter.

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PIN Unacceptable / Retry PIN Verification

Cause and Impact:

The entered PIN does not meet the issuer’s validation criteria or was entered incorrectly.

Possible Maya ONE App Error:

Recommended handling:

Advise the customer to re-enter their correct PIN or contact their issuer for assistance.

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Invalid Card Security Code (CVV)

Cause and Impact:

The entered Card Verification Value (CVV) does not match the details on file with the issuer, resulting in a failed transaction.

Possible Maya ONE App Error:

Recommended handling:

Ask the customer to re-enter the correct CVV printed on their card.

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3DS Verification Failure

Cause and Impact:

The customer failed or canceled the 3D Secure (3DS) verification process, which is required for additional transaction authentication.

Possible Maya ONE App Error:

Recommended handling:

Advise the customer to complete the 3DS authentication correctly or retry using a supported card or device.

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FAQs

Q: Are these PIN or Security errors related to card issues or terminal setup?

A: They’re typically cardholder or card authentication-related, but may also stem from a misconfigured terminal (e.g., missing PIN pad setup, unsupported CVM method).

Q: Can the customer retry the transaction when PIN or Security errors occur?

A: Yes, the customer can retry the transaction using the correct PIN. However, after multiple failed attempts, the card may be temporarily blocked for security reasons by the issuer.

Q: What happens when the terminal shows “Invalid PIN” or “PIN Try Exceeded”?

Answer:

• Invalid PIN: The entered PIN doesn’t match the card’s credentials. The customer may retry.
• PIN Try Exceeded: The maximum allowed attempts have been reached; the card will be blocked and the customer must contact their bank.

Q: Is this the same as a “Declined by Issuer” error?

A: No. “PIN / Security Validation” declines happen before the issuer completes authorization — at the terminal or card validation stage — while “Declined by Issuer” errors occur after issuer review.

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Next Steps

When encountering PIN / Security Validation declines:

1. Identify the Error Message on Terminal
   • Examples include:
     • “Invalid PIN”
     • “PIN Try Exceeded”
     • “CVM Failed”
     • “Security Validation Error”
     • “Unable to Verify Cardholder”
2. Advise the Customer
   • Politely inform the cardholder of the error reason.
   • Suggest retrying with the correct PIN or using another card if locked.
   • For “PIN Try Exceeded,” direct the customer to contact their issuing bank.
3. Retry Using a Different Input Method (if applicable)
   • If the contactless tap triggers a PIN validation issue, retry with chip (dip) insertion.
   • Some transactions may require online PIN verification via the chip rather than offline tap.
4. Check Terminal PIN Pad and Security Configuration
   • Ensure the PIN pad is functional and correctly integrated with the ECR setup.
   • Verify the terminal supports the required Cardholder Verification Methods (CVM) for your transaction type.
5. Inspect Card Network & Issuer Behavior
   • Some card networks or issuers enforce specific PIN requirements (e.g., always online PIN for debit cards).
   • If a particular card type repeatedly fails, the issue may be issuer-side or card chip-related.