A successful payment request (HTTP status code 200/OK) doesn't automatically mean the payment was successful. The transaction can be refused or cancelled for some reason. When this happens, the response includes a resultCode of Refused or Cancelled with a refusalReason field explaining why the transaction didn't succeed. The refusal reason is primarily based on the authorisation response code we receive from the issuer or card scheme, known as 'raw acquirer response'.
In your Customer Area, on the Payment Details page, the Acquirer Response field shows the refusal reason or the actual raw acquirer response.
There are many reasons why card schemes refuse a transaction. The corresponding authorization responses we receive are not the same for all schemes, and change from time to time. On this page, we describe the most common raw acquirer responses related to refused or cancelled transactions.
Visa and Mastercard raw responses
These are the most common raw responses from Visa and Mastercard for refused or cancelled transactions. The response code returns with or without a leading zero.
| Last journal type | refusalReasonRaw | Description |
|---|---|---|
| Cancelled | 00: Approved or completed successfully | The transaction was cancelled after being initially approved by the issuer. This can be due to various reasons, for example, if the shopper returns goods after purchase. |
| Refused | 01: Refer to card issuer | The transaction was refused by the card issuer. The shopper should contact their bank for clarification. The shopper can try again after resolving the issue with their bank, or use another payment method. |
| Refused | 03: Invalid merchant | The transaction was refused by the card issuer. The shopper should contact their bank for clarification. The shopper can try again after resolving the issue with their bank, or use another payment method. |
| Refused | 04: Capture card / Pick-up | The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card. This reason is used in an E-Commerce environment although it originates from a POS (Point Of Sale) environment. |
| Refused | 05: Do not honor | This is a generic refusal that has several possible causes. The shopper should contact their issuing bank for clarification. |
| Refused | 06: Error | Payment could not be authorised and resulted in an error. The shopper can try again or use another payment method. |
| Refused | 07: Pickup card, special condition | The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card. |
| Cancelled | 10: Partial approval | The transaction was cancelled. Some card issuers support partial-approval authorization. This approves a part of the requested transaction, leaving the remainder to be paid with another form of tender. |
| Refused | 12: Invalid transaction | The card issuer does not allow this type of transaction on this card/account. For example, the card is a fleet card for which this type of transaction is not permitted. |
| Refused | 13: Invalid amount | The card issuer has declined the transaction because of an invalid format or field. This response usually occurs with Cirrus or Maestro Debit and Prepaid Cards or cards that are not allowed to do online purchases. The shopper should retry or use another payment method. |
| Refused | 14: Invalid card number | The card issuer is unable to validate the card/account number. |
| Refused | 15: Invalid issuer | The card number is not within a card number range supported by the scheme. |
| Refused | 19: Re-enter transaction | Applies for Visa. The transaction cannot be processed temporarily. |
| Refused | 30: Format error | The card issuer does not recognize the transaction details being entered. This is due to a format error. The shopper should check the transaction information and retry. |
| Refused | 41: Lost card | The card was reported as lost. Validate the shopper's authenticity and refer them to their bank. |
| Refused | 43: Stolen card | The card was reported as stolen. Validate the shopper's authenticity and refer them to their bank. |
| Refused | 46: Closed account | Applies for Visa. The account is closed. Re-validate the account number for accuracy and do not reattempt with the same PAN or token. |
| Refused | 51: Insufficient funds/over credit limit / Not sufficient funds | Insufficient funds in the cardholder's account. The shopper can try again after adding funds to their bank account, or use another payment method. |
| Refused | 54: Expired card | The card expiration date is in the past. The shopper should correct the date or use another payment method. |
| Refused | 55: Invalid PIN | The shopper has entered an incorrect PIN. The shopper should re-enter their PIN or use another payment method. |
| Refused | 57: Transaction not permitted to issuer/cardholder | The card issuer does not permit the transaction on this card/account. The shopper can use another payment method. For activation or loading of prepaid cards, the Merchant, acquirer BIN, and issuer BIN are not all domestic. An issuer's processing center is not certified to receive transaction-specific data in TLV format (field 104 in request message). |
| Refused | 58: Transaction not permitted to acquirer/terminal | Card issuer does not permit the transaction on this card/account. Shopper can use another payment method or contact their bank. |
| Refused | 59: Suspected fraud | The transaction is refused because the card issuer suspects this payment to be fraudulent. |
| Refused | 61: Exceeds withdrawal amount limit(s) / Withdrawal amount limit exceeded | The shopper has exceeded their card limit. The shopper can try again after resolving the issue with their bank, or use another payment method. |
| Refused | 62: Restricted card | The card issuer has restricted where the card can be used. For example, because of embargoes. |
| Refused | 63: Security violation | The card issuer indicated a security issue with this card. The shopper can use another payment method. Alternatively, the shopper can try again after they resolved the issue with their bank. |
| Refused | 65: Exceeds withdrawal count limit / Withdrawal count limit exceeded | The shopper has exceeded their card usage frequency limit. The shopper can use another payment method or try again with the same card after the shopper took care of the card limit issue. |
| Refused | 6P: Customer ID verification failed | Applies for Visa. Incorrect account verification (for example driving license number) related to Visa Direct. Not to be confused for cardholder verification method refusals such as CVV, for example. |
| Refused | 65: Authentication required | Applies for Mastercard. Authentication is required for the transaction. If the transaction is in scope of PSD2 and did not go through 3D Secure, retry with 3D Secure. This is also referred to as a "Soft Decline". |
| Refused | 70: Contact Card Issuer | Applies for Mastercard. The card issuer indicated an issue with this card and requests contact from the shopper. The shopper can use another payment method. Alternatively the shopper can try again after they resolved the issue with their bank. |
| Refused | 70: PIN data required | Applies for Visa. The card issuer requests to use Secure Customer Authentication. Reattempt transaction with PIN. (European Region Only) |
| Refused | 75: Allowable number of PIN tries exceeded | The shopper has entered an incorrect PIN more times than is allowed by the issuing bank. The shopper should retry or use another payment method. |
| Refused | 78: Invalid/nonexistent account specified (general) | The transaction is from a new cardholder, and the card has not been properly unblocked. |
| Refused | 79: Life Cycle | Applies for Mastercard. The transaction is refused due to invalid card data. View the Merchant Advice Code for follow-up action. |
| Refused | 80: Credit issuer unavailable | The issuing bank cannot be contacted. The shopper should retry or use another payment method. |
| Refused | 82: Policy | Applies for Mastercard. The transaction is refused due to a policy reason. View the Merchant Advice Code for follow-up action. |
| Refused | 82: Negative online CAM, dCVV, iCVV, CVV, or CAVV results or Offline PIN authentication interrupted | Applies for Visa. The cardholder verification method failed for CAM, dCVV, iCVV, CVV or a service code for card present transactions. |
| Refused | 83: Fraud / Security | Applies for Mastercard. The transaction is refused because the card issuer suspects this payment to be fraudulent. View the Merchant Advice Code for follow-up action. |
| Authorised | 85: No reason to decline a request for account number verification, address verification, CVV2 verification, or a credit voucher or merchandise return | Zero-value auth request authorised. |
| Authorised | 85: Not declined (Valid for all zero amount transactions) | Zero-value auth request authorised. |
| Refused | 86: Cannot verify PIN | Applies for Visa. The PIN cannot be validated. If applicable, the transaction can be reattempted as a non-PIN transaction. |
| Refused | 91: Authorization Platform or issuer system inoperative / Issuer not available | The issuing bank cannot be contacted. The shopper should retry or use another payment method. |
| Error | 91: Issuer unavailable or switch inoperative | The issuer or issuer processor cannot authorize, for example because of downtime. |
| Refused | 92: Destination cannot be found for routing / Unable to route transaction | The shopper is using a test card number on live. The shopper should use another payment method. |
| Refused | 93: Transaction cannot be completed; violation of law | The issuing bank will not allow this transaction. The shopper should use another payment method. |
| Refused | 96: System malfunction | The issuing bank cannot be contacted. The shopper should retry or use another payment method. |
| Refused | 1A: Authentication Required | Applies for Visa. Authentication is required for the transaction. If the transaction is in scope of PSD2 and did not go through 3D Secure, retry with 3D Secure. This is also referred to as a "Soft Decline". |
| Refused | R0: Stop payment order | Applies for Visa. The cardholder requested to stop a specific, single recurring payment transaction. Contact the shopper regarding cancellation of this transaction. |
| Refused | R1: Revocation of authorisation order | Applies for Visa. The cardholder requested to stop all recurring payment transactions. Contact the shopper regarding cancellation of all transactions. |
| Refused | R3: Revocation of all authorisation orders | Applies for Visa. All recurring payments have been cancelled for the card number in the request. Contact the shopper regarding cancellation of all transactions. |
| Refused | Z1: Offline-declined | Applies for Visa. Only used in non-cardholder requests such as advice. |
| Refused | Z3: Unable to go online; offline-declined | Applies for Visa. Only used in non-cardholder requests such as advice. |
Mastercard Merchant Advice Codes
The Merchant Advice Code (MAC) can be returned by Mastercard issuers for refused payments. If present, the MAC contains information about why the payment failed, and whether it can be retried. You receive the MAC in the
additionalData.merchantAdviceCode
of the payment response.
| merchantAdviceCode | Description | Recommended action |
|---|---|---|
| 01 : New account information available | There has been a change in the shopper's account information, for example a new expiry date for an expired card. | Get the updated card information. You can either use our Account Updater, or reach out directly to the shopper. |
| 02 : Cannot approve at this time, try again later | This can happen because of a credit limit, or insufficient funds on the card. | Retry the payment after 72 hours. |
| 03 : Do not try again | The account is closed, or the issuer suspects fraud. | Do not retry this payment. Retries can be subject to penalty fees by Mastercard. Consider reaching out directly to the shopper. |
| 04 : Token requirements not fulfilled for this token type | There is a technical issue with the payment. | Contact our Support Team. |
| 21 : Payment Cancellation | Shopper cancelled the recurring agreement. | Do not retry this payment. Retries can be subject to penalty fees by Mastercard. |
| 24 : Retry after 1 hour | Insufficient funds. | Retry the payment after 1 hour. |
| 25 : Retry after 24 hours | Insufficient funds. | Retry the payment after 24 hours. |
| 26 : Retry after 2 days | Insufficient funds. | Retry the payment after 2 days. |
| 27 : Retry after 4 days | Insufficient funds. | Retry the payment after 4 days. |
| 28 : Retry after 6 days | Insufficient funds. | Retry the payment after 6 days. |
| 29 : Retry after 8 days | Insufficient funds. | Retry the payment after 8 days. |
| 30 : Retry after 10 days | Insufficient funds. | Retry the payment after 10 days. |
| MerchantAdviceCode unknown | The issuer has returned a value that is not included in the Mastercard specifications. | No action possible. |
American Express raw responses
These are the most common raw responses from American Express for refused or cancelled transactions.
| Last journal type | refusalReasonRaw | Description |
|---|---|---|
| Cancelled | 000: Approved | The transaction was cancelled after being initially approved by the issuer. This can be due to various reasons, for example, if the shopper returns goods after purchase. |
| Cancelled | 001: Approve with ID | The transaction was cancelled after the issuer requested that identification be established through telephone contact between the acquiring center's authoriser and the merchant. |
| Cancelled | 002: Prepaid Card Partial Authorization | Transaction was cancelled. Some card issuers support partial-approval authorization. This approves a part of the requested transaction, leaving the remainder to be paid with another form of tender. |
| Refused | 100: Deny | This is a generic refusal that can have several possible reasons. Shopper should contact their issuing bank for clarification. |
| Refused | 101: Expired Card / Invalid Expiration Date | The card expiration date is in the past. The shopper should correct the date or use another payment method. |
| Refused | 106: PIN tries exceeded | The shopper has entered an incorrect PIN more times than is allowed by the issuing bank. The shopper should retry or use another payment method. |
| Refused | 109: Invalid merchant | The transaction was refused by the card issuer. The shopper should contact their bank for clarification. The shopper can try again after resolving the issue with their bank, or use another payment method. |
| Refused | 110: Invalid amount | The transaction amount was specified in an invalid format. For example, an invalid character such as a dollar sign or a space was used. The shopper should correct or use another payment method. |
| Refused | 111: Invalid account | The card issuer is unable to validate the card/account number, possibly because an invalid character was used. |
| Refused | 115: Requested function not supported | The card issuer does not allow this type of transaction on this card/account. |
| Refused | 117: Incorrect PIN | The shopper entered an invalid PIN. The shopper should retry or use another payment method. |
| Refused | 119: Transaction not permitted to Cardmember | The card issuer doesn't permit the transaction on this card/account. The shopper can use another payment method. |
| Refused | 122: Invalid Keyed Printed Card Security Code (PCSC) | The card issuer indicated a security issue with this card. The shopper can use another payment method. Alternatively, the shopper can try again after they resolved the issue with their bank. |
| Refused | 125: Invalid Effective Date on Card | The card expiration date provided is not a valid date format. The shopper should correct or use another payment method. |
| Refused | 130: Additional customer identification required | Authentication is required for the transaction. If the transaction is in scope of PSD2 and did not go through 3D Secure, retry with 3D Secure. This is also referred to as a "Soft Decline". |
| Refused | 181: Format error | The card issuer does not recognize the transaction details being entered. This is due to a format error. The shopper should check the transaction information and retry. |
| Refused | 183: Invalid Currency Code | The currency code provided doesn't comply with standards. |
| Refused | 187: Deny New Card Issued | The card issuer supplied the cardholder with a new card. The shopper should retry with the new card, or use another payment method |
| Refused | 189: Deny Canceled or Closed Card Acceptor | The merchant has stopped operations or is no longer accepting cards from this card scheme. |
| Refused | 200: Deny pick up Card | The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card. |
| Refused | 900: Advice accepted | The ExpressPay issuer is unable to respond to an ATC Synchronization Authorization Request. |
| Refused | 911: Card Issuer timed out | The issuing bank cannot be contacted. The shopper should retry or use another payment method. |
| Refused | 912: Host unavailable | The issuing bank cannot be contacted. The shopper should retry or use another payment method. |
PayPal raw responses
These are the most common raw acquirer responses from PayPal for refused, failed or cancelled transactions.
| Last journal type | RefusalReasonRaw | Description |
|---|---|---|
| CaptureFailed | 10606 - Transaction rejected, please contact the buyer | The shopper cannot pay. For more information on why the capture failed, contact PayPal. |
| CaptureFailed | 11607 - Duplicate request | This transaction could not be completed since it is duplicate. Check whether the shopper already attempted a transaction. |
| Error | 10001: Internal Error | This indicates a technical issue on PayPal's side. For more information, contact PayPal. |
| Error | 10002 : The user account is locked | Your PayPal account may be locked. For more information, contact PayPal. |
| Error | 10002: Restricted account | PayPal merchant account has been restricted. Contact your PayPal account manager to resolve the issue. |
| Error | 10212: Profile preference setting | Applies to subscription payments. The shopper's PayPal account is configured to automatically block certain payments. The shopper can adjust this in their PayPal account. |
| Error | 10409: You're not authorized to access this info | There are multiple PayPal accounts set up on the same merchant account. |
| Error | 10525: Invalid Data | The transaction cannot be processed because the amount is zero. If you want to make a zero-auth transaction to validate payment details, make sure that you're sending the required parameters to save payment details. |
| Error | 10729: Shipping Address State Empty | For transactions in the US and Canada, the deliveryAddress has to include a stateOrProvince. |
| Error | 10730: Shipping Address Postal Code Empty | The deliveryAddress has to include a postalCode. |
| Error | 11451: Billing Agreement Id or transaction Id is not valid | The transaction failed because the token used for the recurring transaction was created from a different merchant account. Make sure to use the recurring details created on the same merchant account. |
| Error | 11452: Merchant not enabled for reference transactions | You tried to either create or use a token, but don't have the recurring feature enabled on your PayPal account. Contact PayPal to resolve the issue. |
| Error | 11547: Recurring payments feature is not currently available; try again later | You tried to either create or use a token, but don't have the recurring feature enabled on your PayPal account. Contact PayPal to resolve the issue. |
| Error | 11547: Permission denied | Your PayPal account does not have the required API permissions. If the problem persists, contact PayPal. |
| Error | 11601: Request for billing address failed | The Request billing address feature is not enabled on your PayPal account. Contact PayPal to have it enabled. |
| Refused/Error | XXXXX: Transaction refused because of an invalid argument. See additional error message | No specific reason provided. For more information, refer to PayPal's API Error Codes. |
| Refused | 10201: Agreement cancelled | The billing agreement of a recurring payment is cancelled on PayPal's side. You can either retry the payment with another token, or create a new token. |
| Refused | 10204: Denied | The shopper's PayPal account is closed or restricted. The shopper should contact PayPal to resolve the issue. |
| Refused | 13122: Transaction refused | This transaction cannot be completed because it violates the PayPal User Agreement. For more information, contact PayPal. |
| Refused | 10417: Transaction cannot complete | This payment failed. PayPal recommends that you ask the shopper to retry the transaction using another payment method from their PayPal wallet. |
| Refused | 10486: This transaction could not be completed | The transaction failed due to a bad funding source; for example, the payment exceeded the shopper's card limit. |
| RefundFailed | 10002: You do not have permission to make this API call | Your PayPal does not have the required API permissions. If the problem persists, contact PayPal. |
| RefundFailed | 10007: Permission denied - You do not have permission to refund this transaction | This issue is related to the permissions you have on PayPal's side. For more information, refer to PayPal documentation. |
| RefundFailed | 10009: You do not have a verified ACH | You can receive this response in the following scenarios:
|
Klarna raw responses
These are the most common raw acquirer responses from Klarna for successful, refused, failed or cancelled transactions.
| Last journal type | Raw acquirer response | Description |
|---|---|---|
| PENDING | This is an expected response for Klarna Widget integrations. | |
| Authorised | ACCEPTED | The payment was authorised. |
| Error | Internal error | Generic API response from Klarna. Check your Customer Area for additional information. |
| Error | BAD_VALUE : locale | The locale in your payment request is not compatible. Refer to our Klarna documentation for compatible combinations. |
| Error | BAD_VALUE : order_lines[X].tax_rate | Error message on the validation criteria for the tax calculation. Refer to our Klarna documentation for more information about the tax calculation. |
| Error | BAD_VALUE : order_lines[X].total_tax_amount | There is an error in the tax amounts for order line [X]. Tax amounts should add up over all order lines. Klarna validates this on their end. Refer to our Klarna documentation to see how to send in tax amounts in your payment request. |
| Error | BAD_VALUE : order_tax_amount | There is an error in the tax amounts. Tax amounts should add up over all order lines. Klarna validates this on their end. Refer to our Klarna documentation to see how to send in tax amounts in your payment request. |
| Error | BAD_VALUE : purchase_currency | The amount.currency in your payment request not formatted correctly or doesn't apply for a certain locale. Refer to our Klarna documentation for compatible combinations. |
| Error | BAD_VALUE : billing_address.postal_code, shipping_address.postal_code or BAD_VALUE : shipping_address.postal_code, billing_address.postal_code | The postal code in the billingAddress or the deliveryAddress in your payment request is not formatted correctly. Refer to our Klarna documentation to see how to format the shopper's address. |
| Error | BAD_VALUE : attachment.attachment | The data sent in the additionalData.openinvoicedata.merchantData in your payment request does not follow Klarna's requirements. Refer to Klarna's documentation to see how to format the merchant data. |
| Error | BAD_VALUE : billing_address.phone, shipping_address.phone or BAD_VALUE : shipping_address.phone, billing_address.phone | The telephoneNumber in your payment request is not formatted correctly. Refer to our Klarna documentation to see how to format the telephone number. |
| Error | BAD_VALUE : billing_address.given_name, billing_address.family_name, or BAD_VALUE : shipping_address.given_name, shipping_address.family_name | Your request contains invalid characters. Ensure you only submit UTF-8 encoded values when creating a Klarna payment. |
| Error | Payment method not available (contact Klarna) | The payment method defined in the payment request is not configured correctly on Klarna's end. Verify that you have enabled Klarna in your Customer Area. |
| Error | Allowed category list is empty | Edit your payment request. Your payment request does not follow the guidelines defined in our Klarna documentation. For example, make sure that the country code and billing address are for the same country. |
| Error | Missing returnUrl | Your payment request is missing the returnUrl parameter. |
| Error | No InvoiceLines provided | Your payment request did not include invoice lines. Refer to our Klarna documentation to see how to send in invoice lines in your payment request. |
| OfferCancelled | NOT_FOUND : Invalid session id | The shopper has tried to make a payment for an offer that has expired. We recommend that you ask the shopper to retry the transaction. |
| Not linked to a payment status, check logs. | ReadSessionResponse does not have valid authorisation token | Klarna sends this error when:
|
| Refused | REFUSED | Klarna's internal risk engine refused the payment. A possible reason is that the shopper has an unpaid balance towards Klarna. |
| Refused | UNAVAILABLE_PAYMENT_METHOD or PAYMENT_METHOD_FAILED : Purchase for payment method failed | Klarna's internal risk engine refused the payment. A possible reason is that the shopper has an unpaid balance towards Klarna. |
Adyen for Platforms raw responses
Besides the issuer or card scheme, Adyen can also refuse a transaction if it fails a validation check in your balance platform.
| Last journal type | RefusalReasonRaw | Description |
|---|---|---|
| Refused | 010: Insufficient funds in the source balance account | The transaction was refused by Adyen because there are insufficient funds in the balance account. |
| Refused | 100 : Account holder misses required capabilities | The transaction was refused by Adyen because the account holder does not have the required capabilities. |
| Refused | 101 : Account holder is not active | The transaction was refused by Adyen because the account holder is not in active status. |
| Refused | 111 : Balance account is not active | The transaction was refused by Adyen because the balance account is not in active status. |
| Refused | 121: Balance platform is not active | The transaction was refused by Adyen because your balance platform is not in Active status. |
| Error | 999: Unknown error | The transaction was refused by Adyen for unknown reasons. |