MyST suspended transactions
A transaction status 2 (Suspended) means that your transaction has been authorised by the bank, but it will not settle automatically without your manual intervention. This could have either happened automatically due to MySTās fraud or duplicate system, or could have been suspended manually by yourselves, for example, as a pre-auth.
Any transactions that have not settled after a certain period following the authorisation are regarded as cancelled by our system, as the authorisation code is no longer valid. This is usually after seven days, but can vary depending on your account.
Find suspended transactions
You can find your suspended transactions for site in two ways - either by using the GuestPay Hub within Rezlynx or by logging into MyST.
To find suspended transactions using the GuestPay Hub, follow the steps below:
Navigate within Rezlynx to Home, then select GuestPay Hub.
Select Suspended Transactions from the left-hand menu, and then filter as required and click Search to view results.
To find suspended transactions by logging into MyST, follow the steps below:
Navigate to MyST and log in to the system.
Select Transactions from the left-hand menu and then select Transaction Search.
Select Suspended Authorisations from the stored searches filter and enter the required date range.
Click Search to view results.
ā ļøImportant: Suspended items can be those that have been flagged for fraud or problems with the card, but it also typically indicates a pre-auth so please check the transactions carefully before updating.
Update suspended transactions
Once you have found a suspended transaction, please review the payment. If required, you can then update the transaction in two ways - either using the GuestPay Hub within Rezlynx or by logging into MyST.
To update suspended transactions using the GuestPay Hub, follow the steps below:
Once you have located the suspended token you wish to update, select either:
Cancel - will permanently cancel the transaction, and cannot be updated at a later date. The funds reserved on the customerās account will be released at a future time as determined by the issuing bank.
Manual Settlement - will allow the transaction to go through the settlement process as normal for that day's transactions, without having any further Fraud checks performed on that specific transaction.
Confirm your selection or click the X in the top corner.
To update suspended transactions by logging into MyST, follow the steps below:
Click on the token number to the left of the yellow suspended status.
ā ļøImportant: Suspended items are shown in MYST with a yellow label "suspended" showing that the transaction has been suspended due to fraud or issues with the card, or purposefully done in the case of a Pre-auth. Always carefully check the transaction before proceeding to update it.
Click on Actions or More Details, then select Update.
Check the transaction information, and select the required Settle Status - the options include:
1 - Manual Settlement: Will allow the transaction to go through the settlement process as normal for that day's transactions, without having any further Fraud checks performed on that specific transaction.
2 - Suspended: Will leave the item as suspended, and after seven days this will update to cancelled.
3 - Cancelled: Will permanently cancel the transaction, and cannot be updated at a later date. The funds reserved on the customerās account will be released at a future time as determined by the issuing bank.
Click Update.
Common causes of suspended transactions
Here are some possible causes of suspended transactions within MYST:
Payment and billing details: If the payment and billing details fail to satisfy the security policy requirements on your account, the transaction is automatically suspended. By default, this occurs when the security code entered by the customer fails to match the value on the back of their card via Address Verification System (AVS) checks.
Manually suspended: A member of your team may have manually opted to manually suspend a transaction following authorisation. This can occur when processing the payment, or at a later time prior to settlement, by updating the settlestatus to 2 as outlined in the section above in this article.
Trust Payments internal fraud checks: If you are using Trust Payments internal fraud check system you may have rules configured on your account to suspend transactions when checks have shown there is an increased risk of fraud occurring, allowing for manual investigation.
TRU Fraud checks: If you are using the Enhanced tier of TRU Fraud Check, transactions are suspended when thereās a moderate risk of fraud occurring, allowing for manual investigation.
Duplicate transactions: If your account has duplicate checks enabled, transactions are suspended when they are processed with the same amount, payment and billing details and from within a pre-determined time frame of 15minutes after the original transaction was processed.
MYST rules: You may have a rule configured on your MyST account that automatically suspends transactions when certain conditions have been met.