Credit card update message problem

Contacts
1

What exactly is the meaning of this message, what triggers it?

“We weren’t able to update your MasterCard card number ************1234 for some reason, please contact us to update your payment information.”

I had a customer blow up on me this morning because she keeps receiving this message, but there is nothing wrong with her card. It has performed admirably for several shipments without incident or drama - except for this silly message.

Could I actually safely tell people to ignore this message if they know their card is good?

2

@ElJefe During a credit card update if we receive a message from processor that says “Contact Customer” it triggers this.

This is the first time I’ve heard of this update type causing an issue. Have you experienced this with more than just this one client?

Can you DM me the customer details, I’ll check with our provider to see if they have any additional info.

Thanks,