Understanding declines and failed payments

Overview of Card Failures

Payments can fail for a variety of reasons and it’s frustrating when they result in the loss of legitimate business. Many payments fail for good reason and do so to minimize the possibility of a fraudulent payment.

Topics we will cover:

• What Causes a Card to Fail
• Ways to Prevent Failed Transactions
• Common Decline Codes

Warning: If a recent transaction failed or got declined, please read through this article before attempting to run the transaction again

What Causes a Card to Fail

While a wide range of factors can cause a card to fail, below is a list of common reasons:

• Insufficient Funds: When there's not enough money in the account
• Transaction Limit: A per transaction limit the bank applies for security purposes
• Card Expiration: The card has passed its expiration date
• Incorrect Details: Typing in incorrect card information
• Card Block: The card has been reported lost or stolen

Ways to Prevent Failed Transactions

• Regularly Check Account Balance: Encourage the customer to monitor their account balance to ensure sufficient funds leading up to the move
• Transaction Limit: Advise they check their per-transaction limit before move day
• Update Card Information: Remind the customer to update their card details when their card is renewed (if saved)
• Double-Check Details: Stress the importance of entering accurate information during transactions
• Notify Card Issuer: Advise the customer to inform their card issuer about upcoming charge(s)

Common Decline Codes

Please see a list below of common decline codes and their meanings:

DECLINE CODE	DESCRIPTION	NEXT STEPS
authentication_required	The card was declined because the transaction requires authentication such as 3D Secure.	When using the payment processor front ends, in most cases a soft decline from an issuer triggers an authentication flow, allowing the customer to try again and authenticate their card. In some cases, such as off-session payments, you might have to ask the customer to retry. If the card issuer returns this decline code despite a successfully authenticated transaction, the customer needs to contact their card issuer for more information.
approve_with_id	The payment can’t be authorized.	Attempt the payment again. If you still can’t process it, the customer needs to contact their card issuer.
call_issuer	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
card_not_supported	The card does not support this type of purchase.	The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase.
card_velocity_exceeded	The customer has exceeded the balance, credit limit, or transaction amount limit available on their card.	The customer needs to contact their card issuer for more information.
currency_not_supported	The card does not support the specified currency.	The customer needs to check with the issuer whether the card can be used for the type of currency specified.
do_not_honor	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
do_not_try_again	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
duplicate_transaction	A transaction with identical amount and credit card information was submitted very recently.	Check to see if a recent payment already exists.
expired_card	The card has expired.	The customer needs to use another card.
fraudulent	The payment was declined because the payment processor suspects that it’s fraudulent.	Don’t report more detailed information to your customer. Instead, present as you would the generic_decline described below.
generic_decline	The card was declined for an unknown reason or the payment processor Radar blocked the payment.	The customer needs to contact their card issuer for more information.
incorrect_number	The card number is incorrect.	The customer needs to try again using the correct card number.
incorrect_cvc	The CVC number is incorrect.	The customer needs to try again using the correct CVC.
incorrect_pin	The PIN entered is incorrect. This decline code only applies to payments made with a card reader.	The customer needs to try again using the correct PIN.
incorrect_zip	The postal code is incorrect.	The customer needs to try again using the correct billing postal code.
insufficient_funds	The card has insufficient funds to complete the purchase.	The customer needs to use an alternative payment method.
invalid_account	The card, or account the card is connected to, is invalid.	The customer needs to contact their card issuer to check that the card is working correctly.
invalid_amount	The payment amount is invalid, or exceeds the amount that’s allowed.	If the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount.
invalid_cvc	The CVC number is incorrect.	The customer needs to try again using the correct CVC.
invalid_expiry_month	The expiration month is invalid.	The customer needs to try again using the correct expiration date.
invalid_expiry_year	The expiration year is invalid.	The customer needs try again using the correct expiration date.
invalid_number	The card number is incorrect.	The customer needs try again using the correct card number.
invalid_pin	The PIN entered is incorrect.	The customer needs to try again using the correct PIN.
issuer_not_available	The card issuer couldn’t be reached, so the payment couldn’t be authorized.	Attempt the payment again. If you still can’t process it, the customer needs to contact their card issuer.
lost_card	The payment was declined because the card is reported lost.	The specific reason for the decline shouldn’t be reported to the customer. Instead, it needs to be presented as a generic decline.
merchant_blacklist	The payment was declined because it matches a value on the payment processor user’s block list.	Don’t report more detailed information to your customer. Instead, present as you would the generic_decline described above.
new_account_information_available	The card, or account the card is connected to, is invalid.	The customer needs to contact their card issuer for more information.
no_action_taken	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
not_permitted	The payment isn’t permitted.	The customer needs to contact their card issuer for more information.
offline_pin_required	The card was declined because it requires a PIN.	The customer needs to try again by inserting their card and entering a PIN.
online_or_offline_pin_required	The card was declined as it requires a PIN.	If the card reader supports Online PIN, prompt the customer for a PIN without creating a new transaction. If the card reader doesn’t support Online PIN, the customer needs to try again by inserting their card and entering a PIN.
pickup_card	The customer can’t use this card to make this payment (it’s possible it was reported lost or stolen).	They need to contact their card issuer for more information.
pin_try_exceeded	The allowable number of PIN tries was exceeded.	The customer must use another card or method of payment.
processing_error	An error occurred while processing the card.	The payment needs to be attempted again. If it still can’t be processed, try again later.
reenter_transaction	The payment couldn’t be processed by the issuer for an unknown reason.	The payment needs to be attempted again. If it still can’t be processed, the customer needs to contact their card issuer.
restricted_card	The customer can’t use this card to make this payment (it’s possible it was reported lost or stolen).	The customer needs to contact their card issuer for more information.
revocation_of_all_authorizations	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
revocation_of_authorization	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
security_violation	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
service_not_allowed	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
stolen_card	The payment was declined because the card is reported stolen.	The specific reason for the decline shouldn’t be reported to the customer. Instead, it needs to be presented as a generic decline.
stop_payment_order	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
testmode_decline	A payment processor test card number was used.	A genuine card must be used to make a payment.
transaction_not_allowed	The card was declined for an unknown reason.	The customer needs to contact their card issuer for more information.
try_again_later	The card was declined for an unknown reason.	Ask the customer to attempt the payment again. If subsequent payments are declined, the customer needs to contact their card issuer for more information.
withdrawal_count_limit_exceeded	The customer has exceeded the balance or credit limit available on their card.	The customer needs to use an alternative payment method.

Note: If you do not see a decline code above that matches what you're seeing in app, we recommend searching it on a common search engine for more detail. In addition, you can always contact Supermove Support at [e-mail]