What does an error mean?

ID	Error	Description	Resolve Issue
1000	Unknown message type	Transaction not allowed. Payment method is disabled or not available	Contact our support department to validate your MultiSafepay Control payment method settings
1001	Invalid amount	An invalid amount has been received within a transaction request	All amounts must be sent in cents. e.g. 1000 rather than 10,00 The minimum amount for processing a transaction is 1 eurocent (0.01 EUR)
1002	Invalid currency	A transaction has been requested using an unsupported currency. The standard currency for all transactions is the Euro	The currency ISO-4217 you want the customer to pay with
1003	Account ID invalid	An invalid account ID has been received in a transaction request	Your Account ID was not properly formatted. Check for typing errors and remove unnecessary white space. Your account ID is displayed in your dashboard on the top right corner
1004	Invalid site ID	An invalid site ID has been received in a transaction request	The site ID does not belong to the account ID that was used. A site ID can be retrieved in your MultiSafepay Control under settings -> website settings -> open website
1005	Security code is invalid	An invalid security code is received in a transaction request	The security code does not belong to the account ID and site ID that was used. A security code can be retrieved in your MultiSafepay Control under settings -> website settings -> open website
1006	Invalid transaction ID	The transaction ID received in the transaction request is invalid	The transaction ID provided must be unique. The provided transaction ID may have already been used for a Completed transaction related to the concerning website profile (Site ID). In which case another solution would be to create a new website profile via the MultiSafepay Control.
1007	Invalid IP address	An invalid IP address was supplied for the ip_address or forwarded_ip field	The IP address of the customer. “Required” with post payment and credit card payment methods. Due to validation of the customer IP address, we need to receive the actual IP address of the end user within the ip_address field. More info
1008	Invalid description	The description supplied was invalid or not provided	A free text description which will be shown with the order in MultiSafepay Control. If the customers bank supports it this description will also be shown on the customers bank statement. Max 200 characters. HTML is not supported. Use the required ‘shopping-cart’ object for this
1010	Invalid variable	An invalid value was supplied for one of the variable fields var1, var2, or var3	The fields contained special characters. All special characters must be UTF-8 encoded. The supplied value exceeded the maximum length of 100 characters
1011	Invalid customer account ID	An invalid customer account ID was supplied or not received at all	The account ID does not exist. The account id was not formatted correctly. Check for typing errors and remove any unnecessary white space
1012	Invalid customer security code	The customer security code supplied was invalid or not provided	The security code did not match the account id supplied. The security code was not formatted correctly. Check for typing errors and remove any unnecessary white space
1013	Invalid Signature	The MD5 signature supplied with the message did not match the message contents for a transaction	1. Incorrect values are being used to calculate the MD5 signature 2. Unnecessary white space are included when providing the MD5 signature 3. The MD5 hash should be calculated from the concatenation of the amount, currency, account ID, site ID and transaction ID
1014	Unspecified error	This can be caused by a number of issues. We advise checking your logs and your MultiSafepay Control message screen to check for other error codes which may be the root of causing this error	When assistance is needed to diagnosing the error, contact our Integration Team at [email protected]
1015	Account unknown	An incorrect account ID has been received in a transaction request or could not be found	The account ID was formatted incorrectly. Check for typing errors and remove any unnecessary white space
1016	Missing data	A required piece of data was missing from a request. This error most commonly occurs during the start of a transaction (while a customer is being directed to a Payment page) or the creation of a payment link	1. The Site ID was not supplied 2. The Site Code was not supplied 3. The transaction ID was not supplied
1017	Insufficient funds	This error can occur when a customer attempts to pay with their MultiSafepay wallet	The customer’s MultiSafepay wallet does not have sufficient funds to complete the transaction
1018	Invalid country code	The country code supplied was not recognized	1. The country code does not exist 2. The country code was not supplied in the correct format. Country codes must be supplied in ISO3166-1 format
1019	Site is not active	The requested site has been disabled in your MultiSafepay Control	Login to the MultiSafepay Control and activate the website. settings -> website settings -> open website
1020	Account is blocked	For security reasons your MultiSafepay Control has been blocked by MultiSafepay and cannot accept transactions. You should have received a notification about this from MultiSafepay. Please contact us to correct and/or clarify this issue
1021	Cannot create transaction	This error is caused by not being able to create a connection with the customer’s bank Payment page when using a direct payment methods. With these methods customer’s are transferred directly from your website to their bank without using the MultiSafepay Payment page. Because our Payment page is not involved in these transactions we cannot filter out problems that are related to connection issues. This error can cause an increase in unpaid or expired transactions	Check whether the customer’s bank has a temporary malfunction
1022	Cannot start a transaction	This error can be caused when the transaction already exists with an external party.	For example, when the transaction already exists for iDEAL and another direct iDEAL transaction is started you receive an: Error 1022: Kan geen transactie starten: ERR_EXISTS: transaction
1023	No gateway (Payment method) available	This error can occur when a direct payment is initiated	1. The specified payment gateway does not support direct payments 2. No payment gateway was specified in the transaction request 3. The webshop is not configured for direct payment types correctly
1024	Transaction refused	This error can occur during Pay After Delivery and credit card transactions. Also transactions with direct Pay After Delivery with incorrect customer data or refused due to the risk profile will show this error	1. The supplied credit card information was invalid 2. The supplied customer data was invalid 3. The supplied customer data did not match the credit card 4. The credit card fraud indicator score indicated that this might be a fraudulent transaction 5. The risk profile for the customer indicated a likely risk of default on a Pay After Delivery transaction
1025	Only one currency allowed in shopping cart	A transaction has been placed that has multiple currencies	Multiple items in a transaction request with different currencies. Ensure all items use the same currency
1026	Cart currency must equal transaction currency	This error occurs when the currency of the transaction differs from that of the individual items in the transaction	Ensure that the order currency and all items in the order use the same currency
1027	Cart amount must equal transaction amount	This error occurs when the transaction amount differs from the sum of the individual items in the transaction	1. The transaction amount has been entered incorrectly 2. The amount for one or more items has been entered incorrectly 3. In case of Pay After Delivery the system checks the total of the items with the total amount and the VAT. The amount of VAT has to be filled: if no VAT is applied, you should add 0% in the transaction.
1028	Incorrect tax rate in rule	This error occurs when an invalid custom tax rule is supplied	1. The tax rate specified was not formatted correctly. Please check for typing errors and remove any unnecessary white space 2. Tax rules should be formatted #.## e.g. 0.19
1029	Incorrect tax rate for a product	For certain transaction types MultiSafepay requires you to provide a tax tables, order items and order total. This error will occur if the tax amount calculated from the provided tax tables does not match the order items and order total. we recalculate the totals, products never include tax. We calculate the taxes and add them to the product to make a complete sum of the total amount. This should match with the total transaction the merchant supplied. Only 0.9% or 21%	1. The supplied tax tables are not the same values as used to calculate the tax owing in the client website 2. The amount for order items have not been sent, tax exclusive 3. The order total has not been sent, tax inclusive
1030	Incorrect currency for a product	This error occurs when a currency is specified that is not supported in the MultiSafepay Control being used	1. A FastCheckout transaction is requested with an invalid currency 2. A Pay After Delivery transaction is requested with an invalid currency
1031	Incorrect price for a product
1032	Invalid API key	This error occurs when the supplied API key is not valid for the account	1. The API key was not formatted correctly. Please check for typing errors and remove unnecessary white space 2. Ensure that the correct API key is being used for the account 3. A live API key cannot be used in test mode and vice versa
1033	Error fetching refund information
1034	Cannot refund transaction	This error occurs when a requested refund cannot be completed	1. The transaction has already been refunded 2. The transaction has been cancelled 3. Several partial refunds have been requested and the sum of the partial refunds exceeds the original transaction amount 4. Withdrawals are not allowed for this merchant due to blocked outgoing payments. 5. ‘Same refund done in short period’: A second refund for the same amount within 5 minutes is rejected by MultiSafepay as safety against double processing. 6. Refunds sent in a batch via the API will cause this error becasue the process is too quick. It is therefore necessary to delay the refund requests with a minimum of 1 second to avoid the error occuring.
1035	Invalid signature	The MD5 signature supplied with the message did not match the message contents for a transaction	1. Incorrect values are being used to calculate the MD5 signature 2. Unnecessary white space are included when providing the MD5 signature 3. The MD5 hash should be calculated from the concatenation of the amount, currency, account ID, site ID and transaction ID
1036	Invalid iDEAL issuer ID	This error occurs when the bank identifier for a Direct iDEAL transaction is not recognized	1. The value is not formatted correctly. Check for typing errors and unnecessary white space 2. A real bank identifier is being used in the test environment 3. A test identifier is being used in the live environment Verify the issuing bank
5001	Cart data not validated	The cart is not validated when the transaction is created, therefore a wrong amount will be displayed on the payment page of the bank.	Contact us at [email protected]
9999	Unknown error	An unknown error has occurred and we were not able to immediately determine what went wrong. Please contact us so we can help you resolve this issue	Contact us at [email protected]
	Bad par		Contact us at [email protected]

Error

Description

Resolve Issue

1000

Unknown message type

Transaction not allowed. Payment method is disabled or not available

Contact our support department to validate your MultiSafepay Control payment method settings

1001

Invalid amount

An invalid amount has been received within a transaction request

All amounts must be sent in cents. e.g. 1000 rather than 10,00 The minimum amount for processing a transaction is 1 eurocent (0.01 EUR)

1002

Invalid currency

A transaction has been requested using an unsupported currency. The standard currency for all transactions is the Euro

The currency ISO-4217 you want the customer to pay with

1003

Account ID invalid

An invalid account ID has been received in a transaction request

Your Account ID was not properly formatted. Check for typing errors and remove unnecessary white space. Your account ID is displayed in your dashboard on the top right corner

1004

Invalid site ID

An invalid site ID has been received in a transaction request

The site ID does not belong to the account ID that was used. A site ID can be retrieved in your MultiSafepay Control under settings -> website settings -> open website

1005

Security code is invalid

An invalid security code is received in a transaction request

The security code does not belong to the account ID and site ID that was used. A security code can be retrieved in your MultiSafepay Control under settings -> website settings -> open website

1006

Invalid transaction ID

The transaction ID received in the transaction request is invalid

The transaction ID provided must be unique. The provided transaction ID may have already been used for a Completed transaction related to the concerning website profile (Site ID). In which case another solution would be to create a new website profile via the MultiSafepay Control.

1007

Invalid IP address

An invalid IP address was supplied for the ip_address or forwarded_ip field

The IP address of the customer. “Required” with post payment and credit card payment methods. Due to validation of the customer IP address, we need to receive the actual IP address of the end user within the ip_address field. More info

1008

Invalid description

The description supplied was invalid or not provided

A free text description which will be shown with the order in MultiSafepay Control. If the customers bank supports it this description will also be shown on the customers bank statement. Max 200 characters. HTML is not supported. Use the required ‘shopping-cart’ object for this

1010

Invalid variable

An invalid value was supplied for one of the variable fields var1, var2, or var3

The fields contained special characters. All special characters must be UTF-8 encoded. The supplied value exceeded the maximum length of 100 characters

1011

Invalid customer account ID

An invalid customer account ID was supplied or not received at all

The account ID does not exist. The account id was not formatted correctly. Check for typing errors and remove any unnecessary white space

1012

Invalid customer security code

The customer security code supplied was invalid or not provided

The security code did not match the account id supplied. The security code was not formatted correctly. Check for typing errors and remove any unnecessary white space

1013

Invalid Signature

The MD5 signature supplied with the message did not match the message contents for a transaction

1. Incorrect values are being used to calculate the MD5 signature
2. Unnecessary white space are included when providing the MD5 signature
3. The MD5 hash should be calculated from the concatenation of the amount, currency, account ID, site ID and transaction ID

1014

Unspecified error

This can be caused by a number of issues. We advise checking your logs and your MultiSafepay Control message screen to check for other error codes which may be the root of causing this error

When assistance is needed to diagnosing the error, contact our Integration Team at [email protected]

1015

Account unknown

An incorrect account ID has been received in a transaction request or could not be found

The account ID was formatted incorrectly. Check for typing errors and remove any unnecessary white space

1016

Missing data

A required piece of data was missing from a request. This error most commonly occurs during the start of a transaction (while a customer is being directed to a Payment page) or the creation of a payment link

1. The Site ID was not supplied
2. The Site Code was not supplied
3. The transaction ID was not supplied

1017

Insufficient funds

This error can occur when a customer attempts to pay with their MultiSafepay wallet

The customer’s MultiSafepay wallet does not have sufficient funds to complete the transaction

1018

Invalid country code

The country code supplied was not recognized

1. The country code does not exist
2. The country code was not supplied in the correct format. Country codes must be supplied in ISO3166-1 format

1019

Site is not active

The requested site has been disabled in your MultiSafepay Control

1020

Account is blocked

For security reasons your MultiSafepay Control has been blocked by MultiSafepay and cannot accept transactions. You should have received a notification about this from MultiSafepay. Please contact us to correct and/or clarify this issue

1021

Cannot create transaction

This error is caused by not being able to create a connection with the customer’s bank Payment page when using a direct payment methods. With these methods customer’s are transferred directly from your website to their bank without using the MultiSafepay Payment page. Because our Payment page is not involved in these transactions we cannot filter out problems that are related to connection issues. This error can cause an increase in unpaid or expired transactions

Check whether the customer’s bank has a temporary malfunction

1022

Cannot start a transaction

This error can be caused when the transaction already exists with an external party.

For example, when the transaction already exists for iDEAL and another direct iDEAL transaction is started you receive an:

Error 1022: Kan geen transactie starten: ERR_EXISTS: transaction

1023

No gateway (Payment method) available

This error can occur when a direct payment is initiated

1. The specified payment gateway does not support direct payments
2. No payment gateway was specified in the transaction request
3. The webshop is not configured for direct payment types correctly

1024

Transaction refused

This error can occur during Pay After Delivery and credit card transactions. Also transactions with direct Pay After Delivery with incorrect customer data or refused due to the risk profile will show this error

1. The supplied credit card information was invalid
2. The supplied customer data was invalid
3. The supplied customer data did not match the credit card
4. The credit card fraud indicator score indicated that this might be a fraudulent transaction 5. The risk profile for the customer indicated a likely risk of default on a Pay After Delivery transaction

1025

Only one currency allowed in shopping cart

A transaction has been placed that has multiple currencies

Multiple items in a transaction request with different currencies. Ensure all items use the same currency

1026

Cart currency must equal transaction currency

This error occurs when the currency of the transaction differs from that of the individual items in the transaction

Ensure that the order currency and all items in the order use the same currency

1027

Cart amount must equal transaction amount

This error occurs when the transaction amount differs from the sum of the individual items in the transaction

1. The transaction amount has been entered incorrectly
2. The amount for one or more items has been entered incorrectly
3. In case of Pay After Delivery the system checks the total of the items with the total amount and the VAT. The amount of VAT has to be filled: if no VAT is applied, you should add 0% in the transaction.

1028

Incorrect tax rate in rule

This error occurs when an invalid custom tax rule is supplied

1. The tax rate specified was not formatted correctly. Please check for typing errors and remove any unnecessary white space
2. Tax rules should be formatted #.## e.g. 0.19

1029

Incorrect tax rate for a product

For certain transaction types MultiSafepay requires you to provide a tax tables, order items and order total. This error will occur if the tax amount calculated from the provided tax tables does not match the order items and order total. we recalculate the totals, products never include tax. We calculate the taxes and add them to the product to make a complete sum of the total amount. This should match with the total transaction the merchant supplied. Only 0.9% or 21%

1. The supplied tax tables are not the same values as used to calculate the tax owing in the client website
2. The amount for order items have not been sent, tax exclusive
3. The order total has not been sent, tax inclusive

1030

Incorrect currency for a product

This error occurs when a currency is specified that is not supported in the MultiSafepay Control being used

1. A FastCheckout transaction is requested with an invalid currency
2. A Pay After Delivery transaction is requested with an invalid currency

1031

Incorrect price for a product

1032

Invalid API key

This error occurs when the supplied API key is not valid for the account

1. The API key was not formatted correctly. Please check for typing errors and remove unnecessary white space
2. Ensure that the correct API key is being used for the account
3. A live API key cannot be used in test mode and vice versa

1033

Error fetching refund information

1034

Cannot refund transaction

This error occurs when a requested refund cannot be completed

1. The transaction has already been refunded
2. The transaction has been cancelled
3. Several partial refunds have been requested and the sum of the partial refunds exceeds the original transaction amount
4. Withdrawals are not allowed for this merchant due to blocked outgoing payments.
5. ‘Same refund done in short period’: A second refund for the same amount within 5 minutes is rejected by MultiSafepay as safety against double processing.
6. Refunds sent in a batch via the API will cause this error becasue the process is too quick. It is therefore necessary to delay the refund requests with a minimum of 1 second to avoid the error occuring.

1035

Invalid signature

The MD5 signature supplied with the message did not match the message contents for a transaction

1036

Invalid iDEAL issuer ID

This error occurs when the bank identifier for a Direct iDEAL transaction is not recognized

1. The value is not formatted correctly. Check for typing errors and unnecessary white space
2. A real bank identifier is being used in the test environment
3. A test identifier is being used in the live environment
Verify the issuing bank

5001

Cart data not validated

The cart is not validated when the transaction is created, therefore a wrong amount will be displayed on the payment page of the bank.

9999

Unknown error

An unknown error has occurred and we were not able to immediately determine what went wrong. Please contact us so we can help you resolve this issue

Bad par

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