When this emerges, it may mean the following:
- User has spent beyond the allowed limit. (e.g. if the user binded a debit card – spent > HK$5,000)
- User has overdue payments, hence unable to process payment
- The system has detected a payment risk (e.g. same credit/debit card detected on another user)
Solution:
- If there are outstanding amounts, clear all outstanding payments in order to unfreeze account
- Check if customer has any ongoing bills and advise customer to spend within credit limit allocated
- Check if customer is using an existing card on another existing account and if so, advise to use another credit/debit card