For the automatic Payment Risk suspension explained on this page, agents may resume account when in these cases only. With that, as usual, any manual Payment Risk suspensions remain Payment Risk Only when it comes to resuming them and agents should follow the [NEXT STEPS] section of the CSS Note in those cases.
When the system attempts to charge a credit card and receives a response code from the card issuer indicating that the card may be lost or stolen (e.g. the client reported to their issuer that they lost their card or someone stole it), the system will place an automatic suspension on the client's account.
The CAUSE section will include one of the following:
- 014: Account number not found
- 078: Invalid account
- 004: Pickup card
- 041: Pickup card (lost card)
- 043: Pickup card (stolen card)
- 007: Pickup card (special condition)
- 59 : Suspected fraud
If there is a past due balance on the account (found under Own Accounting Entities tab):
- Encourage the CL to pay their past due balance on the billing methods page following these steps
- If the CL is unable to or is having trouble, with the CL’s permission, agent can manually charge the card following these steps
- Once balance is paid, the account should automatically resume. If not, see below.
If there is NO past due balance on the account
This most likely means the CL did pay it before reaching out OR they paid it due to agent instruction given and it didn’t automatically resume. In these cases, as long as the suspension on the account is just the financial suspension as mentioned, agent can manually resume account as follows:
Always look for UBO notes regarding suspension first.
- Main navigation will be directly within OBO -
- Temporarily after launch, access by clicking the “UBO Suspensions” link within the Suspensions section of OBO
- After deprecation of old suspension tool, UBO will pop up automatically as soon as the Suspensions section in OBO is accessed
To access UBO suspensions from OBO:
Click the “UBO suspension” link on the OBO entity box (Identity, Company, Accounting Entity) you wish to review:
You’ll be directed to the UBO Suspension page:
To search for suspension reason using UBO search:
Go to the UBO suspensions link search page and input either the username, profile key, email address, company UID, or Accounting Entity UID of the user into the UBO Suspension search box:
How to remove suspension:
- Select Suspension to Resume: Which suspension(s) to resume
- Resume Reason: Provide the reason that the resumption is being applied
- CSS Note: This field allows you to apply a CSS Note to the Entity in relation to the suspension
- Related Zendesk Ticket: Optional; applies to CSS Note
- Tag Category: Optional; applies to CSS Note
- Tag: Optional; applies to CSS Note