Introduction
Rejection codes may appear on the club member user notes as well as e-payment reports. They may also appear in the Changes log. Each payment provider will have their own codes, this article will describe the commonly used codes.
- This article will describe the different codes which are used with payment providers when they reject a payment request and what to do with these rejection codes.
- This article will be helpful to PG Champion, Club Manager, Club Owner, System Administrator, and Sales team.
This article is designed for the Australian and New Zealand markets only.
Payment provider rejections
Token
- Customer account is not registered in X
- Customer token is not registered in X
- Customer with specified customerId cannot be found
- Payment method with specified paymentMethodToken cannot be found
- Customer token is not registered in X
- Customer with specified customerId cannot be found
When a rejection like this happens, it means that the payment source may not have been created properly on the payment provider. The only way to fix this is by re-creating the payment source.
Credit card rejections
Insufficient funds
- 6: Payment method has insufficient funds at the time of the transaction
- 51: Insufficient funds/over credit limit
The club member did not have enough money in their account (in available balance) to complete the transaction.
The available balance is the balance in checking or on-demand accounts that is free for use by the customer or account holder. These are funds that are available for immediate use, and includes deposits, withdrawals, transfers, and any other activity that has already cleared to or from the account. A credit card account's available balance is normally referred to as available credit.
An account holder's available balance may be different from the current balance. The current balance generally includes any pending transactions that haven't been cleared.
Expired card
- The credit card has expired. Please use a different payment method
- 54: Card may have expired/Expired Card
- 33: Card may have expired
A credit card transaction would usually be declined if the card has expired.
Have a look at the reports 'Expired credit card' or 'Expired credit card by contract' as well as the automation centre rule 'Expired credit card'. This will help notify your club members that their credit cards are about to expire.
Invalid card number
- Payment method details are invalid. Please use a different payment method
- 14: Invalid card number
This code indicates that the card number does not exist.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Lost or stolen card
- Transaction rejected by customer's bank due to the card being reported lost or stolen. Please use a different payment method or contact your issuing bank
- 43: Stolen card
- 41: Lost card
- 07: Pickup card, special condition
- 41: Possible lost or stolen card
- 43: Possible lost or stolen card
This can mean the card has been reported as lost or stolen. The cardholder should contact their issuing bank.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Restricted card
- 62: Restricted card
- 36: Restricted card
- 04: Capture card
- 34: Suspected fraud
The card may be suspected of fraud, minimum payment was not made, bank system error, card-not-present limit or it has not been set up to accept recurring direct debits/international transactions.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Declined
- 1: Decline by card issuer
- 2: Decline by card issuer
- 05: Do not honour
The transaction was declined by the payment provider. In selected situations, due to privacy reasons, the reason why it was declined will not be revealed.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Direct debit rejections
Insufficient funds
- 51: Insufficient funds/over credit limit
- 6: Payment method has insufficient funds at the time of the transaction
The club member did not have enough money in their account (in available balance) to complete the transaction.
The available balance is the balance in checking or on-demand accounts that is free for use by the customer or account holder. These are funds that are available for immediate use, and includes deposits, withdrawals, transfers, and any other activity that has already cleared to or from the account.
An account holder's available balance may be different from the current balance. The current balance generally includes any pending transactions that haven't been cleared.
Invalid Bank account / BSB
- InvalidBankAccountNumber
- InvalidBankAccountBSB
- 5: Payment method details are invalid. Please use a different payment method
- DE INVALID BSB
The club member has submitted incorrect banking details into the system, causing the transaction to be rejected by the bank.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
AuthorityRevokedByPayer
- The authority for the payment method has been withdrawn. Please contact the customer for more information
- Customer has withdrawn authorisation to bill their bank account/credit card
All bank and credit card holders can place a stop order on future debit processing. To restart a recurring payment cycle, the customer will need to authorise the bank to allow new debits to happen.
TransactionDeclined
- Transaction rejected by customer's bank. Please use a different payment method or contact your issuing bank
- Transaction rejected by customer's bank due to suspected fraud on the account. Please use a different payment method or contact your issuing bank
- 57: Not permitted by issuer
- 53: No savings account
- 9: Transaction rejected by customer's bank. Please use a different payment method or ask the customer to contact the bank
- This transaction was declined by the bank
- 52: No checking account
- Declined
- DE REFER TO CUST
The transaction was declined by the payment provider. In selected situations, due to privacy reasons, the reason why it was declined will not be revealed.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Account closed
- 3: The account has been closed. Please use a different payment method
- DE A/C CLOSED
The account holder has closed their account. Contact your customer to ask for new account details.
Any future debits using this payment source may be blocked by the payment provider with the error message NotProcessed_PayerInactive.
The club member will need to create a new payment source.
Rejections completed by Perfect Gym
Transaction was scheduled more than 48 hours ago. Blocked by PG.
The task to send transactions attempted to send them for 48 hours and each attempt failed. PerfectGym auto declines the transactions.
Please contact Perfect Gym Support if this happens.
Missing transaction - force Deny
Once all transactions are received by the payment provider after processing, any which are remaining without information from the payment provider could be marked as successful or failed. Pressing 'Missing deny' will add the rejection reason to the club member profile as if the payment was not successful. More information can be found here.
The 'transactionAmountInCents' parameter must be less than or equal to X Parameter name: transactionAmountInCents
A limit can be set up on the payment provider for the maximum amount of money a club member can be debited. If the debit is above this limit it will automatically reject.
NotProcessed_PayerInactive
The payment source is no longer active. The club member will need to create a new payment source. This is mostly caused by a previous payment rejection.
Hints
Automation centre rules can be configured to send notifications when a failed payment is received. Have a look at the following guides here for more information.