This article lists reasons that are given when a transaction is declined. It provides some context around the decline reason.
In this article
Why was a charge declined?
How can I find out more why a charge declined?
Error messages
Stripe Errors
Why was a charge declined?
Declines occur for reasons determined by the cardholder's bank. Each bank has a system that accounts for various signals.
Signals that lead to a decline may include:
- Cardholder's spending habits
- Account balance,
- Card expiration date
- CVV/CVC security number.
Signals are constantly changing, and a previously successful card may decline future charges.
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How can I find out more about why a charge declined?
Banks and payment processors send limited information on errors. Cratejoy displays all the information from the bank or payment processor. Therefore, Cratejoy cannot provide further details. Only the bank will know why the transaction declined.
In most cases, the cardholder needs to contact their bank if the card is declining despite accurate information. Their bank should provide steps necessary to correct the decline.
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Error messages
Here are just some common card errors and why they may appear upon checkout. In some cases, we are able to provide suggested solutions. Please note, this is not a full list of all checkout errors.
| Error Message | Explanation | Potential Solution |
| Your card does not support this type of purchase. | PIN Card is a debit card requiring a PIN. Cratejoy does not accept these cards. | Customer should try a different card |
| International Restrictions Card may restrict international purchases. May occur if the card was issued in a country other than where seller is located. | Cardholder needs to contact their bank. | |
| Restricted Category Card is restricted to certain types of purchases in specific categories. Examples include corporate cards, flexible spending account cards. Cards can only be used in specific circumstances. | Customer should try a different card. | |
| Your card is not supported | Restricted Brand Some payment processors restrict card brands (i.e.: Discover, Mastercard) based on a store's country. Stripe does not currently support Discover in Canada | Cardholder should try a different card brand. |
| Your card has insufficient funds | Insufficient Funds Cardholder does not have the funds to cover the costs of purchase. | Cardholder needs to contact their bank. |
| Currency Conversion with International Purchases The bank may not properly assess the risk of currency conversion. As a result, the bank may decline purchases in different currencies. This is may occur so the account is not overdrawn due to currency conversion or the currency conversion fees. | Cardholder needs to contact their bank. | |
| The zip code you supplied failed validation. | Incorrect Zip Code The zip code provided does not match the one on file. There may be a delay in the bank updating the customer's zip code. | Cardholder needs to contact their bank. |
Stripe Errors
The below errors are directly related to Stripe's communication with the cardholder's bank. Stripe does not provide further information on these errors to Cratejoy, the store or the payment processor. You can read more documentation about these errors here. Stripe also has this article, which provides more insight on Stripe errors.
| Error Code | Explanation |
approve_with_id | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
call_issuer | The customer needs to contact their card issuer for more information. |
card_not_supported | 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 should contact their card issuer for more information. |
currency_not_supported | The customer needs to check with the issuer that the card can be used for the type of currency specified. |
do_not_honor | The customer needs to contact their card issuer for more information. |
do_not_try_again | The customer should contact their card issuer for more information. |
duplicate_transaction | Check to see if a recent payment already exists. |
expired_card | The customer should use another card. |
fraudulent | Do not report more detailed information to your customer. Instead, present as you would the generic_decline described below. |
generic_decline | The customer needs to contact their card issuer for more information. |
incorrect_number | The customer should try again using the correct card number. |
incorrect_cvc | The customer should try again using the correct CVC. |
incorrect_pin | The customer should try again using the correct PIN. |
incorrect_zip | The customer should try again using the correct billing ZIP/postal code. You can turn this off in Stripe. |
insufficient_funds | The customer should use an alternative payment method. |
invalid_account | The customer needs to contact their card issuer to check that the card is working correctly. |
invalid_amount | 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 customer should try again using the correct CVC. You can turn this off in Stripe |
invalid_expiry_year | The customer should try again using the correct expiration date. |
invalid_number | The customer should try again using the correct card number. |
invalid_pin | The customer should try again using the correct PIN. |
issuer_not_available | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
lost_card | 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 customer needs to contact their card issuer for more information. |
no_action_taken | The customer should contact their card issuer for more information. |
not_permitted | The customer needs to contact their card issuer for more information. |
pickup_card | The customer needs to contact their card issuer for more information. |
pin_try_exceeded | The customer must use another card or method of payment. |
processing_error | The payment should be attempted again. If it still cannot be processed, try again later. |
reenter_transaction | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
restricted_card | The customer needs to contact their card issuer for more information. |
revocation_of_all_authorizations | The customer should contact their card issuer for more information. |
revocation_of_authorization | The customer should contact their card issuer for more information. |
security_violation | The customer needs to contact their card issuer for more information. |
service_not_allowed | The customer should contact their card issuer for more information. |
stolen_card | 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 customer should contact their card issuer for more information. |
testmode_decline | A genuine card must be used to make a payment. |
transaction_not_allowed | The customer needs to contact their card issuer for more information. |
try_again_later | 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 should use an alternative payment method. |