If the message “You are not allowed to access the payment forms” is displayed on ProAbono’s hosted pages, this means that the customer has been added to ProAbono’s “gray list”. This measure is being taken as part of the fight against online fraud, a problem that cost online merchants 644 million euros in 2021. In this article, we’ll explain what this means for you, your customer, and how to resolve the situation.
What is the gray list?
The gray list is a security mechanism implemented by ProAbono to identify and block customers with suspicious behavior on the payment forms displayed on ProAbono’s hosted pages. If a customer is placed on this list, it means that there have been numerous failed attempts to register a payment method. At this point, the customer can no longer access the payment method registration form.
To find out more about the gray list, read the article “What is the gray list?”
What to do if a customer is on the gray list?
3 possible situations:
- The customer contacts you and confirms that he or she is behind several failed payment attempts. In this case, please read the article “How to remove a customer from the gray list?“.
- You notice that a customer is in this situation, so you contact him/her and he confirms that he is the cause of several failed payment attempts. In this case too, read the article “How do I remove a customer from the gray list?“.
- The customer tells you that he or she is NOT the cause of the several failed payment attempts. Contact ProAbono support to understand the reasons for this restriction.
In a nutshell
Being added to the gray list can be a frustrating experience, but it’s important to understand that this measure is taken to protect both merchants or service providers and customers from fraud. By following the appropriate steps and working with ProAbono support, you can resolve this situation and regain full access to services.
Note: The algorithm that manages the gray list is regularly updated to adapt to best practices in the fight against fraud.