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.

Charge Declines

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

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 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.
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 not properly set up to process this payment.	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.

Refund Declines

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

FAILURE CODE	FAILURE MESSAGE	NEXT STEPS
blacklisted_card	The card number or email address associated with this transaction is in our negative database.	Ask the customer to contact their card issuer.
declined	The refund was declined by the issuing bank.	Ask the customer to contact their card issuer.
device_is_busy	The device is busy and cannot process the transaction at this time.	Wait a moment and try again.
expired_or_canceled_card	An invalid credit card number was submitted with your request.	Verify card details and try again.
fraudulent	The refund was declined because it was suspected to be fraudulent.	Ask the customer to contact their card issuer.
lost_or_stolen_card	The customer can't perform a refund on this card (it's possible it was reported lost or stolen).	Ask the customer to contact their card issuer.
not_permitted	The refund isn't permitted.	Contact Support; this may indicate a disabled MID.
processing_error	An error occurred while processing the refund.	Retry the refund or contact Support if the issue persists.
proprietary_card_activity_regulations	The refund has been declined by the issuing bank due to its proprietary card activity regulations.	Ask the customer to contact their card issuer.
risk_blocked	The transaction was declined by our risk management department.	Contact Support for review or retry with a different payment method.
try_again_later	The refund cannot be processed. Retry the refund at a later time.	The charge is processing and cannot be refunded until it has settled. Try again later.