There are a number of reasons a transaction may have been suspended.
If the transaction was processed using a POS terminal, this typically indicates a pre-auth. Pre-auths can only actioned on the POS device itself. Providing you have the necessary auth code, pre-auths can either be completed or cancelled.
- If the payment and billing details fail to satisfy the security policy requirements on your account, the transaction is automatically suspended. By default, this occurs when the security code entered by the customer fails to meet the value on the back of their card. Click here to learn more.
- A member of your team may have manually opted to manually suspend a transaction following authorisation. This can occur when processing the payment (by including settlestatus 2 in the request), or at a later time prior to settlement, by updating the settlestatus to 2 using Portal or a TRANSACTIONUPDATE.
- If you are using our internal fraud check system or Protect Plus (these are disabled by default), you may have rules configured on your account to suspend transactions when checks have shown there is an increased risk of fraud occurring, allowing for manual investigation.
- If you are using the Enhanced tier of TRU Fraud Check, transactions are suspended when there’s a moderate risk of fraud occurring, allowing for manual investigation.
- If your account has duplicate checks enabled (this is disabled by default), transactions are suspended when they are processed with same amount, payment and billing details and from within a pre-determined time frame after the original transaction was processed.
- You may have a rule configured on your account that automatically suspends transactions when certain conditions have been met. Click here to learn more.
