Failed payments
Payments fail from time to time. From your Merchant Hub, you can review all payment attempts and understand why a payment may have failed. Below is a list of potential payment failure status codes, and what they mean:
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 [email protected] for more information.
avs_check_failed
The AVS check failed – Update the address and resubmit the payment. Ensure the entered address and/or postal code exactly match the information on file with the client's bank/card issuer. 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.
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 by the issuer 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.
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 [email protected] for more information.
invalid_merchant_account
The merchant account is not properly set up to process this payment – Contact [email protected] 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 [email protected] 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.
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.
processing_error
An error occurred while processing the payment – Resubmit the payment. If subsequent payments are declined, contact [email protected] 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 [email protected] for more help.
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.
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.