{"section":"known-issues","requestedLocale":"en","requestedSlug":"customer-credit-payment-denied-in-sales-app-when-a-closed-account-exists-for-the-same-document","locale":"en","slug":"customer-credit-payment-denied-in-sales-app-when-a-closed-account-exists-for-the-same-document","path":"docs/en/known-issues/Payments/customer-credit-payment-denied-in-sales-app-when-a-closed-account-exists-for-the-same-document.md","branch":"main","content":"## Summary\n\nOrders placed through the **Sales App** and paid with **Customer Credit** are denied, even though the customer's credit account is _Open_ and has available credit. It happens when the customer has an _Open_ account created with a custom `documentType` (e.g. `{document}_CUSTOM`) and also a _Closed_ account using a native `documentType` (`{document}_CPF` or `{document}_CNPJ`). The error returned in the transaction is `\"Payment DENIED by VTEX Customer Credit. Reason: The Credit Account is closed.\"`. The same purchase is approved in the web Checkout UI.\n\n## Simulation\n\n1. Create a Customer Credit account for a document using a custom `documentType`, leaving it _Open_ and with available credit;\n2. Ensure an account with the native ID pattern (`{document}_CPF`) exists for the same document with the status _Closed_;\n3. Place an order for this customer through the **Sales App, paying with Customer Credit**;\n4. The payment is denied with `\"The Credit Account is closed.\"`, while the same purchase would be approved in the web Checkout UI.\n\n## Workaround\n\nComplete the order through the web Checkout UI. For new customers, creating the Customer Credit account with a native `documentType` avoids the scenario, but this is not applicable when the native ID is already taken by a _Closed_ account."}