Payments - Why didn't my transaction process, and what do the error messages mean?
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01/17/2025 18:34 PM
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Objective
This resource helps clients understand the specific error messages they receive during a credit card transaction and provides guidance on how to resolve them. It includes clear explanations for common error messages, steps for resolution, and contact information for further assistance. Additionally, it references a support article for more information on three-digit Reason Codes.
Instructions
If an issue occurs during a credit card transaction, you will receive a specific error message indicating the problem.
Here are the most common error messages and their meanings:
| Message | Explanation |
| DO NOT HONOR | This general decline message indicates that the customer's credit card issuer has declined the transaction for various reasons. The customer must contact their credit card issuer to resolve this issue. |
| Invalid / Missing Information | This error occurs when the transmitted billing information contains poorly formatted fields or missing information. Ensure all required fields are correctly formatted and complete. |
| Insufficient Funds | The customer's credit card limit may have been reached. Advise the customer to contact their credit card issuer to resolve this issue. |
| Pick up Card | This message implies that the credit card being used has been reported lost or stolen. The customer should contact their credit card issuer for further assistance. |
| Refer to Issuer | This error message indicates there is an issue with the card. To process this transaction, please take the following steps, depending on the card type |
| The request ID is invalid | This error occurs when a capture is requested without a corresponding, unused authorization record. This could happen if there was no previous successful authorization or if the authorization has already been used. Request a new authorization or revise the authorization referenced in the request to resolve this issue. |
| Address Verification Service (AVS) Mismatch | The transaction was declined due to an AVS mismatch. Although authorization was obtained, the address information provided does not match the records. The customer should confirm their address information to resolve this issue |
| Refer to Issuer | This message indicates an issue with the card. To process this transaction, follow the steps below based on the card type: |
| Visa & MasterCard | Contact your merchant acquirer for the verbal authorization code and manually capture the transaction in the Business Center. |
| AMEX & Discover | Contact the appropriate credit card issuer to obtain the verbal authorization code, then manually capture the transaction in the Business Center. |
Additional Information
You may also see a three-digit Reason Code with the error message. Please refer to Support Article: Payments - Common Reason Response Codes (RRC) for a list of common codes and their explanations.
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