Q: I changed the cardholder and now the card verification process fails. What can I do?

Solution. In order to solve the issue, you simply have to log in to the online merchant's platform and change the cardholder's name in your payment details saved with the online merchant. If the cardholder's name as specified in the merchant's payment details page is the cardholder's name that you see in Moss, the issue should be resolved.

Context. This issue can occur if the online merchant that you are trying to pay still has the former cardholder's name saved on their system. Some merchants use the validation of the cardholder's name as an additional security mechanism. This causes the error here, since the two systems are not synchronised.