This article lists reasons that are given when a transaction is declined. It provides some context around the decline reason.

In this article

Why was a charge declined?
How can I find out more why a charge declined?
Error messages
Stripe Errors

Why was a charge declined?

Declines occur for reasons determined by the cardholder's bank. Each bank has a system that accounts for various signals.
Signals that lead to a decline may include:

  • Cardholder's spending habits
  • Account balance, 
  • Card expiration date 
  • CVV/CVC security number.

Signals are constantly changing, and a previously successful card may decline future charges.
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How can I find out more about why a charge declined?

Banks and payment processors send limited information on errors. Cratejoy displays all the information from the bank or payment processor. Therefore, Cratejoy cannot provide further details. Only the bank will know why the transaction declined.

In most cases, the cardholder needs to contact their bank if the card is declining despite accurate information. Their bank should provide steps necessary to correct the decline.
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Error messages

Here are just some common card errors and why they may appear upon checkout. In some cases, we are able to provide suggested solutions. Please note, this is not a full list of all checkout errors.

Error Message
Explanation
Potential Solution
Your card does not support this type of purchase.
PIN
Card is a debit card requiring a PIN. 
Cratejoy does not accept these cards.

Customer should try a different card
International Restrictions
Card may restrict international purchases. 

May occur if the card was issued in a country other than where seller is located.

Cardholder needs to contact their bank.
Restricted Category
Card is restricted to certain types of purchases in specific categories.

Examples include corporate cards, flexible spending account cards.

Cards can only be used in specific circumstances.

Customer should try a different card.
Your card is not supported
Restricted Brand
Some payment processors restrict card brands (i.e.: Discover, Mastercard) based on a store's country.

Stripe does not currently support Discover in Canada

Cardholder should try a different card brand.
Your card has insufficient funds
Insufficient Funds 
Cardholder does not have the funds to cover the costs of purchase.

Cardholder needs to contact their bank.
Currency Conversion with International Purchases
The bank may not properly assess the risk of currency conversion.

As a result, the bank may decline purchases in different currencies. This is may occur so the account is not overdrawn due to currency conversion or the currency conversion fees.

Cardholder needs to contact their bank.
The zip code you supplied failed validation.
Incorrect Zip Code
The zip code provided does not match the one on file.

There may be a delay in the bank updating the customer's zip code.

Cardholder needs to contact their bank.

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Stripe Errors

The below errors are directly related to Stripe's communication with the cardholder's bank. Stripe does not provide further information on these errors to Cratejoy, the store or the payment processor. You can read more documentation about these errors here. Stripe also has this article, which provides more insight on Stripe errors. 

Error CodeExplanation
approve_with_idThe payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
call_issuerThe customer needs to contact their card issuer for more information.
card_not_supportedThe customer needs to contact their card issuer to make sure their card can be used to make this type of purchase.
card_velocity_exceededThe customer should contact their card issuer for more information.
currency_not_supportedThe customer needs to check with the issuer that the card can be used for the type of currency specified.
do_not_honorThe customer needs to contact their card issuer for more information.
do_not_try_againThe customer should contact their card issuer for more information.
duplicate_transactionCheck to see if a recent payment already exists.
expired_cardThe customer should use another card.
fraudulentDo not report more detailed information to your customer.
Instead, present as you would the generic_decline described below.
generic_declineThe customer needs to contact their card issuer for more information.
incorrect_numberThe customer should try again using the correct card number.
incorrect_cvcThe customer should try again using the correct CVC.
incorrect_pinThe customer should try again using the correct PIN.
incorrect_zipThe customer should try again using the correct billing ZIP/postal code.
You can turn this off in Stripe.
insufficient_fundsThe customer should use an alternative payment method.
invalid_accountThe customer needs to contact their card issuer to check that the card is working correctly.
invalid_amountIf the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount.
invalid_cvcThe customer should try again using the correct CVC.
You can turn this off in Stripe
invalid_expiry_yearThe customer should try again using the correct expiration date.
invalid_numberThe customer should try again using the correct card number.
invalid_pinThe customer should try again using the correct PIN.
issuer_not_availableThe payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
lost_cardThe specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
new_account_information_availableThe customer needs to contact their card issuer for more information.
no_action_takenThe customer should contact their card issuer for more information.
not_permittedThe customer needs to contact their card issuer for more information.
pickup_cardThe customer needs to contact their card issuer for more information.
pin_try_exceededThe customer must use another card or method of payment.
processing_errorThe payment should be attempted again. If it still cannot be processed, try again later.
reenter_transactionThe payment should be attempted again.
If it still cannot be processed, the customer needs to contact their card issuer.
restricted_cardThe customer needs to contact their card issuer for more information.
revocation_of_all_authorizationsThe customer should contact their card issuer for more information.
revocation_of_authorizationThe customer should contact their card issuer for more information.
security_violationThe customer needs to contact their card issuer for more information.
service_not_allowedThe customer should contact their card issuer for more information.
stolen_cardThe specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
stop_payment_orderThe customer should contact their card issuer for more information.
testmode_declineA genuine card must be used to make a payment.
transaction_not_allowedThe customer needs to contact their card issuer for more information.
try_again_laterAsk the customer to attempt the payment again.
If subsequent payments are declined, the customer should contact their card issuer for more information.
withdrawal_count_limit_exceededThe customer should use an alternative payment method.

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