Card errors

This page sets out reason codes for common credit card errors returned by issuers and recommended actions to take.

Only the cardholder can contact the issuer to find out the specific reason.

If the issue can't be resolved, ask the cardholder for another card number, or to use a different payment method.


01: Refer to card issuer

The issuer wants to check the transaction.

Cardholder: Contact the issuer to complete the transaction.


02: Refer to card issuer, special condition

The issuer wants to check the transaction.

Cardholder: Contact the issuer to complete the transaction.


03: Invalid merchant or service provider

The merchant or service provider is restricted by the issuer.

Cardholder: Contact the issuer.


04: Pick up card

The transaction was declined because the cardholder's account is closed or blocked.

Cardholder: Contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


05: Do not honor

The issuer has flagged a problem with the card.

Cardholder: Contact the issuer.


07: Pick up card, special conditions

The issuer has detected fraudulent activity on the cardholder's account.

Cardholder: If you have successfully paid with this card before, contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


08: Honor with ID

The issuer needs to verify the cardholder's identity.

Cardholder: Contact the issuer.


1A Visa soft decline

Authentication required.

Cardholder: Contact the issuer.


10: Partial approval

The issuer can approve an amount less than requested, if supported by the merchant.


12: Invalid transaction

Cardholder: Check the payment method type and payment details.
Merchant: Do not reattempt. The issuer will never approve.


13: Invalid amount

The payment amount exceeds issuer policies or regulatory limits.

Cardholder: Contact your bank.


14: Invalid card/account number

The card may have expired, or the account may be invalid or closed.

Cardholder: Contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


15: Invalid issuer

The first digit of the card number doesn't match any issuer.

Cardholder: Check the first digit of the card number, or contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


19: Re-enter transaction

There was a transaction error, or the issuer was temporarily unavailable.

Merchant: Reattempt. If still unsuccessful after several attempts, email [email protected]


28: File temporarily unavailable

Authorization failed due to a temporary error.

Merchant: Reattempt. If still unsuccessful after several attempts, email [email protected]


30: Format error

Merchant: Check the transaction data.


34: Fraud suspicion

Cardholder: Contact the issuer.


41: Lost/blocked/cancelled card

The cardholder has reported this card lost.

Merchant:

  • If the cardholder is a new customer, assume fraudulent activity.
    Do not reattempt. The issuer will never approve.
  • If a recurring payment, the cardholder may have reported the card lost since the last successful payment. Contact them to ask for a new card number, or another payment method. Update the recurring payment with the new payment details.

43: Stolen card

Merchant: Do not reattempt. The issuer will never approve.


46: Closed account

Merchant: Do not reattempt. The issuer will never approve.


51: Insufficient funds/over credit limit

The card is over the holder's credit limit, or will go over if the transaction is processed.

Cardholder: Contact the issuer to increase your credit limit, or pay into your account to make more credit available. Once resolved, reattempt.
Merchant: Consider implementing a partial authorization service to accept a lesser amount than requested.


54: Expired card

Cardholder: Check the expiry date or try another card.
Merchant: Do not reattempt. Make sure you update any recurring payments with the new card details.


55: Invalid PIN

Cardholder: Try again with the correct PIN.
Merchant: Reattempt as a non-PIN transaction, if applicable.


57: Transaction not permitted to cardholder

The cardholder isn't permitted to perform this type of transaction, e.g.:

  • Product type
  • Issuer policy
  • Restricted country or across borders
  • Card not yet activated

Cardholder: Contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


58: Transaction not permitted to acquirer/terminal

Merchant: Your MultiSafepay account is not set up for this payment method or type of transaction. Email [email protected]


59: Suspected fraud (Visa)

Cardholder: Contact the issuer.
Merchant: If the cardholder confirms that the issue is resolved, reattempt.


61: Exceeds withdrawal amount limit

Cardholder: Contact the issuer.
Merchant: Do not reattempt on the same day to allow limits to reset.


62: Restricted card

The card is restricted, e.g.:

  • Deceased cardholder
  • Permanently blocked
  • Embargoed country

Cardholder: Contact the issuer.
Merchant: If the cardholder confirms the restriction has been removed, reattempt. Do not alter the country code or any other transaction data.


63: Security violation

There is a security violation, suspected fraud, or the card is temporarily blocked.

Cardholder: Contact the issuer.


65: Exceeds withdrawal count limit/authentication requested

The cardholder has exceeded their maximum daily credit limit, or will do if the transaction is processed.

Cardholder: Contact the issuer to increase your credit limit or provide authentication. Once resolved, reattempt.
Merchant: If the cardholder is a new customer, the transaction may be fraudulent. Do not reattempt on the same day to allow limits to reset.


65: Mastercard soft decline

Authentication required.

Cardholder: Contact the issuer.


68: Time out


70: Contact card issuer

Cardholder and merchant: Contact the issuer.


71: PIN not changed

A PIN change request was not completed successfully.

Cardholder: Contact the issuer.


75: Allowable number of PIN tries exceeded

Merchant: Do not reattempt on the same day to allow limits to reset.


78: Invalid/non-existant account

The account is temporarily blocked. The card may not have been activated yet.

Cardholder: Contact the issuer.
Merchant: If the cardholder confirms the account is unblocked, or the card has been activated, reattempt.


82: Negative CAM, dCVV, iCVV, or CVV results

There may have been an issue with the card reader or a voltage spike during the read.

Merchant: Reattempt, but monitor for potential fraud.


83: Authentication needed

Merchant: Enable 3D Secure and reattempt.


85: Not declined

Used for account status inquiries.


86: Cannot verify PIN

Merchant: You can reattempt within the same day, or attempt POS transactions as non-PIN transactions, if applicable.


87: No cashback allowed


88: Cryptographic failure

The issuer cannot authorize the transaction for technical reasons.


89: Unacceptable PIN

Cardholder: Reattempt with the correct PIN.


91: Authorization/issuer system inoperative

The issuer couldn't be contacted or the authorization timed out.

Merchant: You can reattempt within the same day.


92: Unable to route the transaction

There was a technical destination error in the issuer's system.


93: Transaction cannot be completed

There is a temporary or permanent restriction on the cardholder's account, e.g.:

  • Gambling
  • Unauthorized card-not-present transaction
  • No two-factor authentication

Cardholder: Contact the issuer.
Merchant: If the cardholder confirms the restriction has been removed, reattempt. Do not alter any transaction data.


94: Duplicate transmission detected

The same transaction has been sumbitted more than once.


96: System error

There is a temporary error in the issuer's system.

Merchant: Reattempt. If still unsuccessful after several attempts, email [email protected]


CV: Card type verification error

Either
The CID or CVV2 code provided doesn't match the card.

Cardholder: Provide the correct code, and then reattempt.
Merchant: You can try again without a code, but be aware that if the cardholder doesn't have the correct code, it may be a fraudulent transaction.

Or
Merchant: Your MultiSafepay account may be configured incorrectly. Email [email protected]


R0: Stop payment order

The cardholder requested the issuer to stop a specific, single recurring payment transaction.

Cardholder: Provide an alternative payment method, or contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


R1: Revocation of authorization order

The cardholder requested the issuer to stop all recurring payment transactions with a specific merchant.

Cardholder: Provide an alternative payment method, or contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


R3: Revocation of all authorizations order

The cardholder requested the issuer to stop all recurring payment transactions for that card.

Cardholder: Provide an alternative payment method, or contact the issuer.
Merchant: Do not reattempt. The issuer will never approve.


N7: Decline for CVV2 failure

CVV2 verification failed in card-not-present transaction.

Merchant: Validate the CVV2 value before reattempting. Monitor reattempts for potential fraud.


1A: Additional customer authentication required

The transaction falls within the scope of PSD2 and did not pass 3D Secure.

Merchant: For card-not-present transactions, reattempt with 3D Secure.

This page sets out possible reasons why a credit card payment was declined.

Only the cardholder can contact the issuer to find out the specific reason.


Declined by MultiSafepay

Our automated fraud filter flagged the transaction as probably fraudulent.

Email [email protected]


3D Secure authentication cancelled

Ask the cardholder if they want to try the transaction again.


Merchant only accepts 3D Secure-authenticated cards

Email a request to accept non-3D Secure authenticated cards to [email protected]


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Support

Email [email protected]

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