Declines

Card declines can be a frustrating aspect of processing payments, both for customers and merchants. They happen when a cardholder's bank or card issuer cannot authorize a transaction.

The table below outlines common reasons for card declines along with recommended resolutions.

FAILURE CODE	FAILURE MESSAGE	RESOLUTION
`insufficient_funds`	The account has insufficient funds to complete the transaction.	Suggest a different payment method.
`avs_check_failed`	The card was declined for a failed AVS check.	Request re-verification of billing address details.
`generic_decline`	Your request has been declined by the issuing bank.	Advise the customer to contact their bank or use another card.
`call_issuer`	Your request has been declined by the issuing bank. The customer needs to contact their card issuer for more information.	Advise the customer to contact their bank or use another card.
`expired_card`	The card has expired.	Request an updated card with a valid expiration date.
`pickup_card`	The customer can't use this card to make this payment. It's possible it was reported lost or stolen.	Advise the customer to contact their bank or use another card.
`invalid_number`	The card number is invalid.	Ask the customer to enter a valid card number.
`limit_exceeded`	The customer has exceeded the balance or credit limit available on their card.	Suggest a different payment method.
`not_permitted`	Transactions are prohibited or limited against this account.	Advise the customer to contact their bank or use another card.
`incorrect_cvc`	The CVV/CVC number is incorrect.	Request the correct CVV/CVC number from the customer.
`service_not_allowed`	The card was declined by the issuing bank due to its proprietary card activity regulations.	Advise the customer to contact their bank or use another card.
`invalid_expiry`	The expiration date is invalid.	Ask for the correct expiration date.
`card_not_supported`	The card does not support this type of purchase.	Advise the customer to contact their bank or use another card.
`restricted_card`	The customer can't use this card to make this payment. It's possible it was reported lost or stolen.	Advise the customer to contact their bank or use another card.
`fraudulent`	The payment was declined because it is suspected to be fraudulent.	Avoid providing your customer with more specific details. Instead, advise the customer to contact their bank.
`processing_error`	An error occurred while processing the card.	Retry the transaction or use a different payment method.
`account_closed`	The account has been closed.	Suggest a different payment method.

October 2024 Updates

In October 2024, will be enhancing our failure codes to provide better insight into payment declines. This release will include new failure codes, improved failure messages, and updated internal mapping of processor error codes.

FAILURE CODE	FAILURE MESSAGE	NEXT STEPS
`account_closed`	The account has been closed.	Resubmit the payment using an alternative card or payment method.
`authentication_required`	The cardholder must authenticate this payment using 3D Secure before proceeding.	Contact Support for more information.
`avs_check_failed`	The AVS check failed.	Update the address and resubmit the payment. If subsequent payments are declined, advise the customer to contact the card issuer for more information.
`call_issuer`	The card was declined by the issuer for an unknown reason.	Advise the customer to contact the card issuer for more information.
`canceled`	The payment was canceled.	Confirm whether the payment was meant to be canceled and proceed accordingly.
`card_not_supported`	The card does not support this type of purchase.	Resubmit the payment using an alternative card or payment method.
`do_not_honor`	The card was declined by the issuer for an unknown reason.	Advise the customer to contact the card issuer for more information.
`duplicate_transaction`	A payment with identical amount and payment information was submitted very recently.	Confirm whether it’s a true duplicate and proceed accordingly.
`expired_card`	The card has expired.	Resubmit the payment using an alternative card or payment method.
`format_error`	There are one or more issues with data formatting.	Update the payment information and resubmit the payment. If subsequent payments are declined, contact Support for more information.
`fraudulent`	The payment is suspected to be fraudulent.	Avoid providing the customer with specific details. Instead, advise the customer to contact their card issuer.
`generic_decline`	The payment was declined for an unknown reason.	Resubmit the payment. If subsequent payments are declined, contact the card issuer for more information.
`incorrect_cvc`	The CVV/CVC number is incorrect.	Resubmit the payment using the correct CVV/CVC.
`incorrect_pin`	The PIN is incorrect.	Resubmit the payment using the correct PIN.
`insufficient_funds`	The account has insufficient funds to complete the purchase.	Reach out to the account holder to address the issue and resubmit the payment once funds are available.
`invalid_account`	The account is invalid.	Obtain new account information and resubmit the payment.
`invalid_address`	The address is incorrect.	Resubmit the payment using the correct address.
`invalid_amount`	The amount is invalid.	Update the amount and resubmit the payment.
`invalid_credentials`	The credentials provided with the request are invalid.	Update your credentials and resubmit the payment.
`invalid_expiry`	The expiration date is incorrect.	Resubmit the payment using the correct expiration date.
`invalid_field`	One or more fields are invalid.	Confirm the payment information and resubmit the payment. If subsequent payments are declined, contact Support for more information.
`invalid_merchant_account`	The merchant account is disabled or incorrectly configured.	Contact Support for more information.
`invalid_number`	The card number is incorrect.	Update the payment information and resubmit the payment.
`invalid_request`	The credentials, URL, or action used in the request are invalid.	Verify the request details and resubmit the payment.
`invalid_token`	The payment token is invalid or the corresponding account is not active.	Update the payment information and resubmit the payment.
`invalid_transaction`	The transaction referenced is not supported or cannot be found.	Contact Support for more information.
`invalid_zip`	The zip code is incorrect.	Resubmit the payment using the correct zip code.
`issuer_not_available`	The card issuer couldn’t be reached, so the payment couldn’t be authorized.	Resubmit the payment. If subsequent payments are declined, advise the customer to contact their card issuer for more information.
`limit_exceeded`	The customer has exceeded their balance or credit limit.	Resubmit the payment using an alternative card or payment method.
`lost_card`	The card cannot be used for payment as it was reported lost.	Avoid providing the customer with specific details. Instead, advise the customer to contact their card issuer.
`no_action_taken`	The payment failed because no action was taken on the terminal.	Resubmit the payment.
`no_card`	Either the card wasn't provided or the card was removed before the payment was completed.	Resubmit the payment.
`not_authorized`	The payment is not authorized.	Advise the customer to contact the card issuer for more information.
`not_permitted`	The payment is not permitted.	Advise the customer to contact the card issuer for more information.
`not_recognized`	The card is not recognized.	Advise the customer to contact the card issuer for more information.
`pickup_card`	The card cannot be used for payment as it may have been reported lost or stolen.	Avoid providing the customer with specific details. Instead, advise the customer to contact their card issuer.
`pin_try_exceeded`	The allowable number of PIN tries was exceeded.	Resubmit the payment using an alternative card or payment method.
`processing_error`	An error occurred while processing the payment.	Resubmit the payment. If subsequent payments are declined, contact Support for more information.
`restricted_card`	The card cannot be used for payment as it may have been reported lost or stolen.	Avoid providing the customer with specific details. Instead, advise the customer to contact their card issuer.
`risk_blocked`	The payment was blocked for triggering risk rules.	Contact Support for more information.
`service_not_allowed`	The card was declined by the issuer due to its proprietary card activity regulations.	Resubmit the payment using an alternative card or payment method.
`stolen_card`	The card cannot be used for payment as it was reported stolen.	Avoid providing the customer with specific details. Instead, advise the customer to contact their card issuer.
`terminal_authentication_required`	The terminal has not been authenticated.	Authenticate the terminal and resubmit the payment.
`try_again_later`	The issuer has requested that the payment be tried again later.	Resubmit the payment. If subsequent payments are declined, advise the customer to contact their card issuer for more information.

Subscriptions Level 2/3