How can I unblock a card after its is blocked from entering the wrong PIN?

If your card user enters an incorrect PIN 3 consecutive times, the payment will fail and the payment instrument (card) will be suspended. 

How to identify such a case

If your card user enters PIN incorrectly 3 consecutive times, you will see one of the two following messages in your Customer area and in the balancePlatform.transfer.updated webhook:

1. “Description”: “Decline transaction if the PIN validation does not correspond the CVR” and “Reason”: “Offline PIN failed, maximum pin tries exceeded”
2. “Description”: “BlockPaymentInstrument if OnlinePinValidationFailures validation has failed 3 consecutive times”

In the first case, the PIN that was entered incorrectly is an offline PIN and in the second case it is an online PIN. You can find more information on what online and offline PINs are in this article. 

Another way to spot 3 consecutive incorrect PIN attempts is to listen to balancePlatform.configuration.paymentInstrument.updated webhook where the status of the payment instrument will be “suspended”. 

How to proceed

1. You need to set the card to status “Active” from the Customer area or API. 
2. Ask the card holder to remember their PIN. The best way to do this is to implement the Reveal PIN functionality, so they always have access to the PIN in your application.

A cardholder needs to perform a transaction by inserting a card into a terminal with a PIN pad. 

Note: if an Account has a withdrawal from an ATM capability, they can perform a balance inquiry on the ATM machine.