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:

Error Message	Meaning/Cause	Suggested Action
Invalid Term ID	Misconfiguration or disabled setting at the gateway level.	Contact Supermove Support for assistance.
Declined due to transaction monitoring rules	Exceeds transaction monitoring rules, specifically duplicate transaction prevention. This prevents re-attempting failed transactions to avoid risk reviews and held funds.	Wait before re-attempting the transaction. If the issue persists, contact PayEngine support for clarification on the rules in place.
Suspected Fraud	Bank suspects the transaction is fraudulent.	Request another form of payment. Avoid pushing the transaction through again to prevent chargebacks or risk reviews.
Pick Up Card	Card flagged for security reasons, lost, or stolen.	Ask the cardholder to contact their bank or provide a different card.
Declined: Blocked	Declined or blocked due to various reasons: New card not activated Lost or stolen card Insufficient funds Incorrect card information Suspicious activity Corporate spending restrictions High transaction frequency	Ask the cardholder to verify with their bank and check for any restrictions or issues related to the card.
Restricted Card	Card cannot be used for the transaction due to restrictions (geography, card type, etc.).	Use a different card that allows transactions for the business type or location.
Invalid CAM/CVV	CVV mismatch, expired card, unauthorized usage, or compromised account.	Recheck and re-enter the correct CVV or use another card.
Declined CVV2	The card was declined for an unknown reason.	Re-enter the correct CVV2 code.
Invalid Card / Invalid Trans	Occurs for multiple reasons, including: Incorrect card number, CVV, or expiration date Expired or canceled card Card restricted from internet transactions Address mismatch with bank records Non-participating bank in verification system Vendor screening by bank	Verify and correct the card details. If the problem persists, contact the cardholder’s bank for assistance.
Apple Pay - Unsupported Card	Card not supported by Apple Pay or non-participating card issuer.	Use a card from a participating bank or card issuer.

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]