Cloudbeds Payments - Decline Codes

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Declines are typically presented and made by the card holder's issuing bank. If your guest does not believe their card should have declined, please advise them to call the customer support number on the back of the card for more information.

Below, you'll find explanations of credit card decline codes you will see displayed in your site as well as potential solutions.

If you receive a decline that is not listed on below, please contact our support team.

Tips

  • If the guest email address is missing from the reservation or is not the same as registered with the credit card, the payment can also get declined. Ensure the email address added is valid.
  • We suggest creating a Standard Operating Procedure (SOP) for your property so that your Front Desk team properly knows how to handle instances of stolen, fraudulent, and restricted declines
  • The decline codes wording may change from one terminal to another]
    • Example: there some codes that displays declined instead of refused
  • The decline reason will be displayed once a payment is added, as shown below:
Decline Code Summary Solution
approve_with_id
The payment cannot be authorized.
The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
call_issuer
The card has been 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 or credit limit available on their card.
The customer should 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 and confirm the card can be used for the type of currency specified.
do_not_honor
The card has been declined for an unknown reason.
The customer needs to contact their card issuer for more information.
do_not_try_again
The card has been declined for an unknown reason.
The customer should 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 should use another card.
fraudulent
The payment has been declined as fraud was suspected.
The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline. 
generic_decline
The card has been declined for an unknown reason.
The customer needs to contact their card issuer for more information.
incorrect_number
The card number is incorrect.
The customer should try again using the correct card number.
incorrect_cvc
The CVC number is incorrect.
The customer should try again using the correct CVC.
incorrect_cvc
The PIN entered is incorrect. This decline code only applies to payments made with a card reader.
The customer should try again using the correct PIN.
incorrect_zip
The ZIP/postal code is incorrect.
The customer should try again using the correct billing ZIP/postal code.
insufficient_funds
The card has insufficient funds to complete the purchase.
The customer should 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 is 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 should try again using the correct CVC.
invalid_expiry_year
The expiration year invalid.
The customer should try again using the correct expiration date.
invalid_number
The card number is incorrect.
The customer should try again using the correct card number.
invalid_pin
The PIN entered is incorrect. This decline code only applies to payments made with a card reader.
The customer should try again using the correct PIN.
issuer_not_available
The card issuer could not be reached so the payment could not be authorized.
The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
lost_card
The payment has been declined because the card is reported lost.
The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
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 has been declined for an unknown reason.
The customer should contact their card issuer for more information.
not_permitted
The payment is not permitted.
The customer needs to contact their card issuer for more information.
pickup_card
The card cannot be used to make this payment (it is possible it has been reported lost or stolen).
The customer needs to contact their card issuer for more information.
pin_try_exceeded
The allowable number of PIN tries has been exceeded.
The customer must use another card or method of payment.
processing_error
An error occurred while processing the card.
The payment should be attempted again. If it still cannot be processed, try again later.
reenter_transaction
The payment could not be processed by the issuer for an unknown reason.
The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
restricted_card
The card cannot be used to make this payment (it is possible it has been reported lost or stolen).
The customer needs to contact their card issuer for more information.
revocation_of_all_authorizations
The card has been declined for an unknown reason.
The customer should contact their card issuer for more information.
revocation_of_authorization
The card has been declined for an unknown reason.
The customer should contact their card issuer for more information.
security_violation
The card has been declined for an unknown reason.
The customer should contact their card issuer for more information.
service_not_allowed
The card has been declined for an unknown reason.
The customer should contact their card issuer for more information.
stolen_card
The payment has been declined because the card is reported stolen.
The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
stop_payment_order
The card has been declined for an unknown reason.
The customer should contact their card issuer for more information.
transaction_not_allowed
The card has been declined for an unknown reason.
The customer needs to contact their card issuer for more information.
try_again_later
The card has been declined for an unknown reason.
Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should 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 should use an alternative payment method.

Frequently Asked Questions

Why is the card declining when I try to store the card under the reservation?

When adding a card to the system, we check for legitimacy of card. If you receive a decline, this means the credit card number being entered does not belong to a valid credit card. Please ask your guest to provide another credit card or insert the physical credit card in your P400 device.

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