Warning: If a recent transaction failed or got declined, please read through this article before attempting to run the transaction again
Understanding declines and failed payments
Ultimo aggiornamento25 days ago
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Overview of Card Failures
Payments can fail for a variety of reasons and it’s frustrating when they result in the loss of legitimate business. Many payments fail for good reason and do so to minimize the possibility of a fraudulent payment.
Topics we will cover:
What Causes a Card to Fail
Ways to Prevent Failed Transactions
Common Decline Codes
What Causes a Card to Fail
While a wide range of factors can cause a card to fail, below is a list of common reasons:
Insufficient Funds: When there's not enough money in the account
Transaction Limit: A per transaction limit the bank applies for security purposes
Card Expiration: The card has passed its expiration date
Incorrect Details: Typing in incorrect card information
Card Block: The card has been reported lost or stolen
Ways to Prevent Failed Transactions
Regularly Check Account Balance: Encourage the customer to monitor their account balance to ensure sufficient funds leading up to the move
Transaction Limit: Advise they check their per-transaction limit before move day
Update Card Information: Remind the customer to update their card details when their card is renewed (if saved)
Double-Check Details: Stress the importance of entering accurate information during transactions
Notify Card Issuer: Advise the customer to inform their card issuer about upcoming charge(s)
Common Decline Codes
Please see a list below of common decline codes and their meanings:
Error Message | Meaning/Cause | Suggested Action |
|---|---|---|
Invalid Term ID | Misconfiguration or disabled setting at the gateway level. | Contact Supermove Support for assistance. |
Declined due to transaction monitoring rules | Exceeds transaction monitoring rules, specifically duplicate transaction prevention. This prevents re-attempting failed transactions to avoid risk reviews and held funds. | Wait before re-attempting the transaction. If the issue persists, contact help@supermove.com for clarification on the rules in place. |
Suspected Fraud | Bank suspects the transaction is fraudulent. | Request another form of payment. Avoid pushing the transaction through again to prevent chargebacks or risk reviews. |
Pick Up Card | Card flagged for security reasons, lost, or stolen. | Ask the cardholder to contact their bank or provide a different card. |
Declined: Blocked | Declined or blocked due to various reasons:- New card not activated | Ask the cardholder to verify with their bank and check for any restrictions or issues related to the card. |
Restricted Card | Card cannot be used for the transaction due to restrictions (geography, card type, etc.). | Use a different card that allows transactions for the business type or location. |
Invalid CAM/CVV | CVV mismatch, expired card, unauthorized usage, or compromised account. | Recheck and re-enter the correct CVV or use another card. |
Declined CVV2 | The card was declined for an unknown reason. | Re-enter the correct CVV2 code. |
Invalid Card / Invalid Trans | Occurs for multiple reasons, including: | Verify and correct the card details. If the problem persists, contact the cardholder’s bank for assistance. |
Apple Pay - Unsupported Card | Card not supported by Apple Pay or non-participating card issuer. | Use a card from a participating bank or card issuer. |
Note: If you do not see a decline code above that matches what you're seeing in app, we recommend searching it on a common search engine for more detail. In addition, you can always contact Supermove Support at help@supermove.com