Card payment errors

This page lists card error codes you may encounter in authentication and authorization responses or statuses and descriptions.

Authentication errors occur when the person introducing the card details cannot demonstrate that they are the cardholder. Authentication errors can be either technical or non-technical, for example 3DS code inserted incorrectly.
Authorization errors occur when the issuer bank, schemes or other intermediates reject the authorization (this is possible for both 3DS-verified and non-verified transactions).

Authentication errors

This table lists the most common 3DS authentication failed errors response and descriptions.

In these cases, neither MultiSafepay nor the merchant can take specific actions to unblock the transaction. Advise the cardholder to contact their bank if the reason for the error is unclear to them.

Authorization errors

The table below lists common card errors returned by issuers and recommended actions.

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

Specific reason codes for 4999 Declined error

Card error	Description	Action
Refer to the card issuer	The issuer wants to check the transaction.	Cardholder: Contact the issuer to complete the transaction.
Invalid merchant or service provider	The issuer restricts the merchant or service provider.	Cardholder: Contact the issuer.
Pick up the card	The transaction was declined because the cardholder's account was closed or blocked.	Cardholder: Contact the issuer to complete the transaction
Pick up the card, special conditions	The issuer wants to check the transaction.	Cardholder: Contact the issuer to complete the transaction
Cardholder not enrolled in service	The cardholder is not enrolled in 3DS service.	Cardholder: Contact the issuer. Merchant: card not enrolled in 3DS service. Not possible to authenticate
Transaction timed out (ACS)	The transaction expired in the authentication stage	Cardholder: In next transaction, complete authentication
Invalid merchant or service provider	The merchant or service provider is restricted by the issuer.	Cardholder: Contact the issuer.
Invalid transaction	The transaction is invalid.	Cardholder: Check the payment method type and payment details Merchant: Do not reattempt. The issuer will never approve.
Invalid amount	The payment amount exceeds issuer policies or regulatory limits.	Cardholder: Contact your bank.
Invalid card, or account number	The card may have expired, or the account may be invalid or closed.	Cardholder: Contact the issuer.
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.
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]
File temporarily unavailable	Authorization failed due to a temporary error.	Merchant: Reattempt if still unsuccessful after several attempts, email [email protected]
Format error	The format may be incorrect.	Merchant: Check the transaction data.
Insufficient funds or over credit limit	The card exceeds 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 less than requested.
Invalid PIN	The PIN may be incorrect.	Cardholder: Try again with the correct PIN.
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 has not yet been activated	Cardholder: Contact the issuer. Merchant: Do not reattempt. The issuer will never approve.
Transaction not permitted to acquirer or terminal	Your MultiSafepay account is not set up for this payment method or type of transaction.	Merchant: Email [email protected]
Restricted card	The card is restricted, e.g.: - Deceased cardholder - Permanently blocked - Embargoed country	Cardholder: Contact the issuer. Merchant: Reattempt if the cardholder confirms the restriction has been removed. Do not alter the country code or any other transaction data.
PIN not changed	A PIN change request was not completed successfully.	Cardholder: Contact the issuer.
PIN tries exceeded	The number of PIN tries exceeded.	Merchant: Do not reattempt on the same day to allow limits to reset.
Invalid or non-existent account	The account is temporarily blocked. The card may not have been activated yet.	Cardholder: Contact the issuer. Merchant: Reattempt. If the cardholder confirms the account is unblocked or the card has been activated.
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.
Cannot verify PIN	An issue with card verification.	Merchant: You can reattempt within the same day, or attempt POS transactions as non-PIN transactions, if applicable.
Cryptographic failure	Technical issues.	The issuer cannot authorize the transaction for technical reasons.
Authorization or issuer system inoperative	The issuer couldn't be contacted, or the authorization timed out.	Merchant: You can reattempt within the same day.
Unable to route the transaction	There was a technical destination error in the issuer's system.	Cardholder: You can reattempt.
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: Reattempt if the cardholder confirms the restriction has been removed. Do not alter any transaction data.
Duplicate transmission detected	The same transaction has been submitted more than once.	Cardholder: Do not reattempt.
System error	There is a temporary error in the issuer's system.	Merchant: Reattempt if it still unsuccessful, email [email protected]
Card type verification error	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 it may be a fraudulent transaction if the cardholder doesn't have the correct code, or Your MultiSafepay account may be configured incorrectly. Email [email protected]
Stop payment order	The cardholder has requested that the issuer stop a recurring payment transaction.	Cardholder: Provide an alternative payment method, or contact the issuer. Merchant: Do not reattempt. The issuer will never approve.
Revocation of authorization order	The cardholder requested that the issuer stop 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.
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.
Decline for CVV2 failure	CVV2 verification failed in a card-not-present transaction.	Merchant: Validate the CVV2 value before reattempting. Monitor reattempts for potential fraud.
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.
Declined by MultiSafepay	Our automated fraud filter flagged the transaction as probably fraudulent.	Email [email protected]
3D Secure authentication cancelled	3DS authentication was cancelled.	Ask the cardholder to reattempt.
3D Secure-authenticated cards	Merchant only accepts 3D Secure-authenticated cards	Email a request to accept non-3D Secure authenticated cards to [email protected]

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