@JotaPe everything good?
I had some questions and if you can answer them, we can dig deeper to better understand the issue.
- Can you give more details about the flow: is the part where you’re making the payment in the VTEX Checkout or in some gateway checkout?
- Which screen are you on when trying to perform this operation?
- Can you share a screenshot of the error?
- Which Gateway are you using?
- Have you already tried checking the Gateway settings? Is there any inconsistency?
- Have you reached out to the connector about this issue?
Typically, errors of this type are related to security or card data validation issues during the payment process. This message can occur for various reasons, such as restrictions imposed by the payment gateway or the VTEX platform when handling new credit cards, especially if there’s an additional authentication flow (such as 3DS), or if the card hasn’t been used in the store before.
This error may be a reflection of security policies that block the registration of new cards outside of a purchase or subscription transaction. VTEX, as a platform, is passive in this process — it receives the response from the payment connector (gateway), which decides whether the card can be used or not, and VTEX simply displays the message based on the gateway’s response.
Relevant documentation:
Discussion 2:
Best,
Estevão.