- Account closed - customer needs to reach out to their bank
- Do not honor - customer needs to reach out to their bank
- Identification required - FICA required customer needs to reach out to their bank
- No card record - customer needs to reach out to their bank or recheck the card PAN
- No credit account - customer needs to reach out to their bank or recheck the card PAN
- No savings account - customer needs to reach out to their bank or recheck the card PAN
- Re-enter transaction
- Refer to card issuer - customer needs to reach out to their bank
- Suspected malfunction - customer needs to reach out to their bank
- Violation of law - prohibited
Please note, your bank has rejected the transaction/s for account-related reasons.
If you are using a Virtual Card, please ensure the card is enabled/active on your banking app.
We ask that you please contact your bank, as further detail on the reason for the failed transaction can only be communicated/explained to a customer by the customer's bank. This information is privy only to the customer and his/her bank.
not entered correctly,
there was a field or system error regarding the OTP
Therefore your bank was unable to successfully authenticate you and process the transaction.
Please try again or contact your bank to find out if there is an issue with OTP system
The debit references the registration token and hence this may also fail.
If the card is 3D enabled, it should get an OTP during the Authentication phase of the payment. Sending out OTP is something the customers' bank 3D server handles. We can't tell if an OTP is sent out and we have no control in the 3D authentication process. It's entirely handled between the customer and their issuing bank. The customer's bank also authenticates the payment if the correct OTP is entered. Once completed, we then receive a successful payment response.
In other cases, if the customer is enrolled for 3D, but during payment, they are not redirected to the 3D page, it could mean there is something wrong with their bank's 3D server at the time. We waited for the customers' bank to present the 3D secure page so they could authenticate, it didn't happen, then the payment timed out.
See
herefor a more technical explanation.NB - We can't know upfront if the card is enabled for 3D Secure.
Possibly not entering in the OTP on time or
The bank card is not enabled for online transactions or
There could be an issue with the bank 3D server/transaction approval server
Please try again if you know your bank card is activated for online transactions or contact your bank.
There could be an issue with the bank 3D server/transaction approval server
Please try again if you know your bank card is activated for online transactions or contact your bank.
Credit card number entered incorrectly and/or
Bank Account Number entered incorrectly and/or
Bank name entered incorrectly and/or
Credit card not activated for online transactions
Please try again and/or contact your bank.
For Visa/Mastercard: last 3 digits
For AMEX/Diners: last 4 digits (if you have AMEX transactions activated - the default is AMEX is NOT ACTIVATED unless specifically requested by Merchant)
Clearly specify to customers during the checkout phase how many digits they should enter in the CVV/CVC field
Suggestion:
Add an image of what a CVV no. is if you receive this return code frequently)
Credit card number entered incorrectly and/or
The credit card is not activated for online transactions and/or
The type of credit card is not accepted
Please provide the following information for further assistance:
Issuing Bank Credit Card
Country of issue of Credit card
We can't know exactly what the issue so see the suggested answer to the right
an invalid CVV number being entered or,
no CVV number entered
If you entered your CVV correctly and still had your transaction declined please contact your bank and inform them that you are unable to make E-Commerce transactions.
The bank card is not enabled for online transactions or
The bank card type is foreign registered & not VISA or Mastercard or
There could be an issue with the bank 3D server/transaction approval server
Please try again if you know your bank card is activated for online transactions or contact your bank for further assistance.
- Likely exceeded the credit limit available for the customer (not enough funds available) or the customer has set a limit for online transactions on their account which would cause a failed transaction due to Insufficient funds
- Several banks allow their customers to set their limits within their banking app, when these limits are set, it will cause a failed transaction if the transaction exceeds the limit the customer has set.
- An example would be Capitec gives their customers the option to limit their online spending.
- The customer has insufficient funds available for the amount they wish to do an online transaction with and they would need to double-check their limits with their bank or banking app
You would have likely exceeded your available funds or the limits set on their banking app.
It would either mean one of the following points occurred:
The Registering of the card contained no Account holder data
The Issuing bank was offline for the initial period of the transaction
Did not pass 3DS and therefore the token is not valid, should try the transaction again
If they do not succeed they would need to reach out to their issuing bank
This means that your issuing bank could not process this transaction due to some rules applied to their system.
Please contact your bank, as further detail on the reason for the failed transaction can only be communicated/explained to a customer by the customer's bank.
This information is privy only to the customer and his/her bank.
- The customer would need to check their daily limit on their banking app and see if they are eligible to do transactions with the amount they would like to transact with
- The customer did an online transaction that exceeded the total amount and which the customer is allowed to purchase online, so they would need to set their limits either through their bank or banking app
This error means that the transaction will bring the customer's bank balance below the limit set by their bank or they have exceeded their transaction limit for that day
The Customer would need to check their daily limits/available funds in their account to proceed with the transaction
Either the cardholder or card issuing bank is not 3D enrolled or
3D card authentication was unsuccessful, for example, the 3D Cardholder is not an enrolled
Card or issuing bank is not 3D Secure ready
The customer would need to reach out to their bank to check if they are enrolled on 3D Secure alternatively
the Customer would need to check if their Card is enrolled on 3D Secure or not.
Either the cardholder or card issuing bank is not 3D enrolled or
3D card authentication was unsuccessful, for example, the 3D Cardholder is not an enrolled
Card or issuing bank is not 3D Secure ready
The Customer would need to check with the issuing Bank if they are enrolled on 3D Secure alternatively
the Customer would need to check if their Card is enrolled on 3D Secure or not.
They would need to check if they have sufficient funds in their account before doing online transactions.
Please advise the Card Holder they he/she should have sufficient funds available to do Online transactions.
If they need any other information or assistance they would need to contact their bank.
Please advise the customer to reach out to their bank for more information regarding this failure.
We can't know exactly what the issue so see the suggested answer to the right
Please advise the Customer that they tried to transact when their Card was picked up as an Expired Card.
This occurs when trying to register a card and email that was already used.
Please advise the customer that they should either use their registered email or use a new email when registering with an email.
This is usually a setting that is enabled on the Merchant's Website/Business.
Please advise the customer that they should use one email per card number.
In such instances, the customer will have to contact their bank or card issuer immediately to take corrective measures
In this case, the customer will need to reach out to their bank to find out why the transaction was declined.
Please advise the customer should double-check their card details before doing online transactions.
Please refer to this article explaining the different card numbers, https://peachpayments.freshdesk.com/a/solutions/articles/47001211101
One of the following numbers has been entered incorrectly:
- Card Number
- Expiry date
- CVV
Please double-check the numbers above when doing online transactions"
- The customer's card might be expired
- The card is not registered to do online transactions
Please advise the customer that they should check with their bank on why they failed the transaction as
this is an issue between the customer and their issuing bank
This could mean one of many things from the issuing bank, See the below examples:
The customer's card might be expired
The card is not registered to do online transactions
In conclusion, please advise the customer that they should check with their bank on why they failed the transaction as
this is an issue between the customer and their issuing bank.
The customer would need to check their Daily limits for online transactions before they want to do an online transaction
Please note that the transaction is failing because the Customer exceeded their daily limit.
Please advise the customer that they should check their daily limit for Online transactions before transacting with their bank or on their banking app settings.
- a pickup card, in this case, the customer will need to reach out to their card issuer (customer bank) and the customer's bank will have to provide the customer with the reason why this card has been flagged as pick up card
- Or the bank has cancelled the card and the customer might not be aware of this as they might have flagged the card as lost or stolen which essentially the customer would need to find out from their bank
This could mean one of the following:
- Points to the card being lost and picked up and reported to the bank.
- Depending on the bank normally these cards are then held for a period and "locked" ie they fail until the customer signs the card out of the bank's possession.
- Or the bank has cancelled the card and you might not be aware of this as they might have flagged the card as lost or stolen
- The customer is attempting and failing multiple transactions by inputting bad data such as an incorrect CVV, Expiry Date, or re-trying transactions in quick succession.
- The customer's issuing bank is suspecting fraudulent behaviour or transacting out of the normal transactional categories, as a protective measure, they may fail the transaction.
This information is privy only to the customer and their bank.
This could mean one of the following:
- You are attempting and failing multiple transactions by inputting bad data such as an incorrect CVV, Expiry Date, or re-trying transactions in quick succession.
- Your issuing bank is suspecting fraudulent behaviour or transacting out of the normal transactional categories, as a protective measure, may fail the transaction.
- The transaction reference
- The UID of the transaction
- Or the RRN
This would need to be raised with ACI and the acquiring bank of the merchant and they would need to investigate further and advice
This could mean one of the following:
The transaction reference
- The UID of the transaction
- Or the RRN
- The customer's card issuer has declined the transaction as the credit card has some restrictions.
The customer would need to check this with their issuing bank
This means the following:
- The customer's card issuer has declined the transaction as the credit card has some restrictions.
100.396.104
- The authentication phase is taking too long
- The payment method is taking too long to load
- Loadshedding
- Accidentally closing the browser tab
The suggestion would be to not close the browser when transacting or to wait a while if their internet is slow.
- The authentication phase is taking too long
- The payment method is taking too long to load
- Loadshedding
- Accidentally closing the browser tab
The suggestion would be to not close the browser when transacting or to wait a while if your internet is too slow.
- For example, when an InstantEFT by Peach transaction cannot be refunded from our Peach Console/Dashboard
- Another example is when a partial refund is triggered on a payment method that does not support refunds the merchant would need to do as suggested below.
Upon further investigation, we could see that the transaction failed with the Result description, Invalid transaction flow, the requested function does not apply to the referenced transaction
- The payment method used for the initial transaction/order does not support refunds via Peach Payments
We will do a manual refund to your bank account and it should reflect anytime within 3-10 business days.
100.390.111 / 900.100.300
As a merchant from Peach Payments, you can check out Peach Payments Status page on the link below to see if there are any banks or 3rd parties experiencing downtime.
If it is the case your customer would need to wait for either banks or 3rd party to become available again for your customer to continue with their online transaction.
Peach Payments Status Page
- This means that either your issuing bank, acquiring bank or a 3rd party involved in the online transaction process is experiencing downtime
The suggestion would be wait for a while until one of the parties mentioned above make their system available again in order for you to transact further.
It is good to note that Emtel are working on how to adapt this generic declined to statuses such as PENDING or EXPIRED.