Understand and resolve Cloudbeds Payments decline codes

Introduction

A card can be declined during card validation or while Cloudbeds Payments is processing a transaction. Many declines come from the cardholder's issuing bank, but card details, reservation information, an existing authorization, or Cloudbeds Payments security controls can also affect whether another transaction can be processed.

Start with the checks below, then use the exact decline code or message shown in Cloudbeds to find the appropriate next action. If the guest believes an issuer decline is incorrect, ask them to contact the customer support number on the back of their card.

Table of contents

• Before troubleshooting a declined payment
• General decline codes and solutions
• Specific decline messages for Cloudbeds Payments in Thailand
• What to do if the decline is not listed

Before troubleshooting a declined payment

Review the reservation and the exact decline message before retrying a card. These checks help separate card-validation issues from reservation-data or transaction-state issues.

Card validation when adding a card

Adding a card to a reservation triggers a validation of the card. A card can be declined during this step even before you attempt a payment. If the card cannot be validated, request another payment method from the guest. For an in-person payment, use a supported Cloudbeds Payments terminal when appropriate.

Check the guest email before retrying

Cloudbeds Payments security controls may prevent additional transactions when a guest email is identified as fake or disposable. Use the guest's actual email address for card payments. Do not use a generic placeholder email, or a property or staff email address, as a substitute for the guest's email.

Example: 

• If the guest has not provided an email, do not enter a placeholder such as no@no.com, email@email.com, 123@gmail.com, or xx@xx.com just to complete the reservation.
• If a placeholder email is identified as fake or disposable, Cloudbeds Payments may prevent additional transactions until the reservation is updated with a valid guest email.

If the reservation contains a missing, invalid, or placeholder email, update it with a valid guest email before retrying the transaction. If the payment still declines, follow the displayed decline code and request another payment method when appropriate.

Check for an existing authorization

If an amount has already been authorized on the card, that same amount cannot be authorized again until the existing authorization is captured or voided. Review the reservation's existing payment activity before attempting another authorization for the same amount.

General decline codes and solutions

Match the decline code shown in Cloudbeds with the reference below. Use Ctrl+F on Windows or Cmd+F on Mac to search for the exact code.

Specific decline messages for Cloudbeds Payments in Thailand

If your property uses Cloudbeds Payments in Thailand, use this regional reference to match the error code or message shown in Cloudbeds. Use Ctrl+F on Windows or Cmd+F on Mac to search for the exact code.

What to do if the decline is not listed

If the decline code or message is not included in this article, contact our Support team for help reviewing the transaction.

Before contacting Support, gather the reservation ID, the exact decline code or message, the approximate date and time of the attempt, and the troubleshooting steps you already tried. If a table entry directs you to contact Cloudbeds, include the same information so the team can review the case efficiently.

Related articles

Now that you can identify the decline and the appropriate next action, use these resources for adjacent Cloudbeds Payments questions, including general payment behavior and card-storage differences on terminals:

• Cloudbeds Payments - Frequently Asked Questions
• Why some cards can't be saved using the Cloudbeds Payments terminal