Your customer is unable to add their card, what can you do?

This comprehensive guide helps support teams troubleshoot and resolve issues when customers encounter errors while adding payment cards during the loan application process. This guide includes specific error codes, background information on why these errors occur, Paystack’s official explanations, and step-by-step resolution procedures.

Important: Most card addition errors are NOT caused by Lendsqr. They typically originate from the payment processor (Paystack), the customer’s bank, or the cards configuration settings.

Understanding card addition errors

How card addition works

When a customer adds a card during loan application, the following process occurs:

1. Card details entry: Customer inputs card number, expiry date, and CVV
2. Platform to Paystack: Card details are sent to Paystack for processing
3. Paystack to Bank: Paystack communicates with the customer’s bank
4. Token generation: If approved, the bank generates a token for authentication
5. Customer authentication: Customer enters PIN and receives OTP for verification
6. Card saved: Upon successful authentication, the card is securely saved

Where things can go wrong

Errors can occur at various points in this process:

• At the bank level: Card not enabled for online transactions, expired cards, insufficient funds
• At the Paystack level: Communication failures, token generation issues
• At the customer level: Incorrect card details, wrong PIN, expired OTP
• At the registration level: Customer not registered on the banks OTP platform

Common card addition errors & solutions

The following sections provide detailed information about the most common errors, organized by category. Each error includes what it means, why it happens, what Paystack says, and how to resolve it.

Token-Related Errors

ERROR: Token Not Generated. Customer Not Registered on Token Platform

What This Means: The customer is not registered on their bank’s OTP (One-Time Password) platform. This means their bank has not set up the infrastructure necessary for them to receive authentication tokens for online transactions. Why It Happens: The customer never activated their card for online transactions with their bank. The bank hasn’t registered the customer on their OTP platform. The card is a basic card without e-commerce capabilities What Paystack Says: This means the customer is not registered on the OTP platform by their Card/issuer. The customer needs to contact their bank to register them for OTP. How to Resolve: Contact the bank: Customer must call their bank’s customer service immediately Request OTP registration: Ask the bank to register them on the OTP platform for online transactions Enable online transactions: Ensure the card is activated for e-commerce/online use Alternative: If immediate resolution isn’t possible, try a different card from another bank

ERROR: Invalid Token Supplied / Token Authorization Not Successful

What This Means: The customer entered an incorrect OTP (One-Time Password) or token code during the authentication process. Why It Happens: Customer typed the wrong OTP from their SMS or token device. The OTP was copied incorrectly (missing or extra digits). Auto-fill entered an old or cached OTP What Paystack Says: This means that the customer provided an incorrect token during authorization. The customer needs to retry the transaction and provide the correct token. How to Resolve: Retry the transaction: Start the card addition process again from the beginning. Carefully enter OTP: Double-check each digit of the OTP before submitting. Check OTP source: Ensure they are using the most recent OTP sent to their phone

ERROR: Token Has Expired / Kindly Enter OTP

What This Means: The OTP (One-Time Password) sent to the customer’s phone has expired before they could enter it. OTPs typically expire within 60 seconds to 5 minutes depending on the bank. Why It Happens: Customer took too long to enter the OTP. SMS delivery was delayed. Customer switched apps or left the page, causing a delay What Paystack Says: This means that the token provided by the customer has expired. The customer needs to retry the transaction and provide the OTP on their token device in less than 1 minute to complete the transaction. How to Resolve: Retry immediately: Start the transaction again to get a fresh OTP Be ready: Have phone nearby and enter OTP as soon as it arrives Time limit: Complete the entire process within 60 seconds of receiving OTP

PIN and Authentication Errors

ERROR: Incorrect PIN

What This Means: The customer entered the wrong PIN for their debit card. What Paystack Says: This means the customer provided an incorrect PIN to authenticate the transaction. They will need to complete the transaction with the correct card PIN. How to Resolve: Retry with correct PIN: Ensure customer uses the correct 4-digit PIN for their card Warning: Too many incorrect attempts will lock the card (see next error)

ERROR: PIN Tries Exceeded

What This Means: The customer has entered an incorrect PIN too many times (usually 3-4 attempts). The card is now temporarily locked to prevent fraud. What Paystack Says: This means that the customer has tried to complete the transaction with an incorrect PIN beyond the number of trials the processor sets (usually 3 to 4 times). They will need to retry the transaction after a while (minimum of 24 hours) and ensure they provide the correct PIN to complete the transaction. How to Resolve: Wait 24 hours: Card will automatically unlock after 24-48 hours Contact bank: Customer can call their bank to unlock the card immediately Alternative: Use a different card while waiting for unlock

Card Configuration Errors

ERROR: Insufficient Funds

What This Means: The card does not have enough money to complete the transaction. Note: For card addition, a small authorization hold (usually ₦50-100) may be placed temporarily. Why It Happens: Actual insufficient balance Temporary authorization holds from other pending transactions Bank lien or restriction on the account What Paystack Says: This means your card is not adequately funded for the amount you’re trying to pay. To resolve this, you should fund your bank account or use another card that is adequately funded. In cases where the error is because of a lien on your bank account, you should reach out to your bank. How to Resolve: Fund the account: Add money to cover the authorization amount Check for liens: Contact bank if funds are available but still getting this error Use different card: Try another card with sufficient balance

ERROR: Expired Card

What This Means: The expiry date on the card has passed. Check the date printed on the front of the card (MM/YY format). What Paystack Says: This means that the card the customer attempts to pay with has expired. The customer will need to contact their bank to get a new card. How to Resolve: Request new card: Contact bank to request a replacement card Use different card: Use another valid card in the meantime

ERROR: Invalid Card Number / No Card Record

What This Means: The customer entered incorrect card details, or the card number is not recognized by the issuing bank. What Paystack Says: This means the customer entered the wrong card number (16 digits on their bank card) or the card number is not on file with the card-issuing bank. They will need to retry the transaction with the correct card details or escalate to their bank for further assistance if retrying doesn’t work. How to Resolve: Double-check card number: Verify all 16 digits are entered correctly Check expiry and CVV: Ensure expiry date (MM/YY) and CVV are correct Contact bank: If details are correct but still failing, escalate to bank

General Troubleshooting Process

When a customer reports any card addition error, follow this systematic approach:

Step 1: Identify the Specific Error

• Ask the customer to provide the exact error message they received
• Request a screenshot if possible (ensure no sensitive data is visible)
• Reference this guide to find the specific error and its solution

Step 2: Verify It is not a Platform Issue

• Confirm the Lendsqr platform is functioning normally
• Check if other customers are experiencing similar issues
• If multiple customers report the same error, escalate to technical team

Step 3: Guide the Customer

• Explain what the error means in simple terms
• Provide clear, step-by-step resolution instructions
• Emphasize that most issues are bank-related, not platform-related
• Share the Paystack documentation link for additional reference

Step 4: Offer Alternatives

• Suggest trying a different card from another bank
• Recommend contacting their bank for immediate assistance
• If available, mention alternative payment methods on the platform

Step 5: Follow Up

• Check back with the customer after 24-48 hours
• Document the resolution in your support system
• If recurring pattern with specific banks, report to management

Quick Reference: Error Categories

Error Category	Who Can Fix It	Typical Resolution Time
Token Errors	Bank / Customer	1-24 hours (bank registration)
PIN Errors	Customer / Bank	Immediate to 24 hours
Card Configuration	Bank	1-48 hours
Insufficient Funds	Customer	Immediate (fund account)

Important Reminders for Support Teams

• Never claim platform responsibility: Be clear that most errors originate from banks or Paystack, not our lending platform
• Maintain empathy and professionalism: Customers may be frustrated; be patient and helpful throughout
• Document everything: Record error types, resolution attempts, and outcomes in your support system
• Escalate patterns: If multiple customers from the same bank experience identical issues, escalate to management
• Follow up proactively: Check back with customers within 24-48 hours to ensure resolution