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.
Comments
Please sign in to leave a comment.