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Finix Payment Failure Codes
Note: This article is best viewed on a larger screen, and is for
Finix credit card processing customers only.
Receive a declined payment in the system?
We're sorry to hear! We know how important being promptly paid for your service is!
Read on for common causes for declined payments in the system, and how to better understand the reasons behind them:
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Shortcut for PC: CTRL + F - Mac: CMD + F
In this Article:
- Failure Codes
- Additional Failure Codes
- How to access your Finix Dashboard (to review)
- How card processing works - "behind the scenes"
Failure Codes
| Failure Code | Failure Message |
|---|---|
| ADDRESS_VERIFICATION_FAILED_RISK_RULES | The Risk Rules associated to the Merchant declined the transaction. The cardholder needs to create a card with the correct address. |
| AUTHORIZATION_EXPIRED_OR_ALREADY_CAPTURED | The authorization is either expired or has already been captured. The cardholder needs to create a new authorization. |
| BANK_ACCOUNT_CLOSED | The bank account has been closed. Contact the account owner and get another method of payment that's active. |
| BANK_ACCOUNT_FROZEN | The bank account is frozen. Contact the account owner and get another method of payment. |
| CALL_ISSUER | The card was declined for an unknown reason. The cardholder needs to contact their card issuer for more information. |
| CARD_ACCOUNT_CLOSED | The card account has been closed. The cardholder should use an active card. |
| CARD_NETWORK_ERROR | There is a problem with the card network. Contact the network for more information. |
| CARD_NOT_SUPPORTED | The card does not support this type of purchase. The cardholder needs to contact their issuing bank to make sure their card can be used to make this type of purchase. |
| CARDHOLDER_PREVENTED _RECURRING_TRANSACTION | Cardholder requested that recurring or installment transaction to be stopped. |
| CANCELLATION_VIA_API | The transaction was canceled via API before the transaction was completed. The cardholder needs to attempt the transaction again. |
| CANCELLATION_VIA_DEVICE | The cancel button was pressed on the device before the transaction was completed. The cardholder needs to attempt the transaction again. |
| COMMUNICATION_ERROR | There was a network communication error with the host. Check your network connection and retry the transaction. |
| CVV_FAILED_RISK_RULES | The Risk Rules associated with the Merchant declined the transaction. The cardholder needs to create a card with the correct CVV. |
| DEVICE_NOT_CONNECTED | The payment terminal isn't connected to a network. Connect the payment terminal to a network and reattempt the transaction. |
| DEVICE_IN_USE | The device is currently processing a request. Attempt a request again once the request is complete, or within 6 minutes. |
| DO_NOT_HONOR | The card was declined for an unknown reason. The cardholder needs to contact their issuing bank for more information. |
| DUPLICATE_TRANSACTION | A transaction with the same amount and card was approved recently and marked as a duplicate. |
| EXCEEDS_APPROVAL_LIMIT | The transaction was declined because it exceeded the daily approval limit for the card. The cardholder needs to use a different card. |
| EXCEEDS_WITHDRAWAL_FREQUENCY_LIMIT | The card has exceeded its withdrawal frequency limit. The cardholder needs to use a different card. |
| EXCEEDED_CARDHOLDER_INPUT_TIME_LIMIT | The cardholder failed to swipe, tap, or dip the card in the expected time window. The cardholder needs to attempt the transaction again. |
| EXPIRED_CARD | The card has expired. The cardholder needs to use another card that's not expired. |
| FRAUD_DETECTED | The card was declined for fraud by the processor. The customer should contact their card issuer for more information. |
| GENERIC_DECLINE | The transaction was declined for an unknown reason. The account owner needs to contact their issuer for more information. |
| INACTIVE_CARD | The card is inactive. The cardholder needs to activate the card or use an active card. |
| INCOMPLETE_TRANSACTION | The transaction was not completed by the cardholder. The cardholder needs to reattempt the transaction. |
| INSUFFICIENT_FUNDS | The account has insufficient funds for the transaction. The account holder needs to use another method of payment. |
| INVALID_ACCOUNT_NUMBER | The card number is not valid. The cardholder needs to contact their issuing bank for more information or use another card. |
| INVALID_AMOUNT | The amount exceeds the amount that is allowed on the card. The cardholder needs to check with their issuing bank to see if they can make purchases of that amount. |
| INVALID_BANK_ACCOUNT_NUMBER | The bank account number is not valid. The account holder needs to use a valid account number. |
| INVALID_BANK_ACCOUNT_VALIDATION_CHECK | The provided bank account cannot be used because the routing number is no longer valid. Please check that the account holder's routing number and account are correct or attempt with another bank account. |
| INVALID_CARD | The card is invalid. The cardholder needs to use another card that is not invalid. |
| INVALID_CVV | The CVV number is invalid. The cardholder needs to attempt the transaction again using the correct CVV. |
| INVALID_ISSUER | The card number is not associated to a valid card issuing bank. The cardholder needs to contact their issuing bank. |
| INVALID_ROUTING_NUMBER | The bank routing number provided is invalid. The bank account holder needs to provide a valid routing number. |
| INVALID_TRANSACTION | The transaction is not permitted by the issuing bank. The cardholder needs to contact their issuing bank for more information. |
| LOST_OR_STOLEN_CARD | The transaction was declined because the card is reported lost or stolen. |
| NO_BANK_ACCOUNT_FOUND | The account number is valid; however, the number doesn't correspond to the account holder or it's not an open account. The account holder needs to reenter their information with the correct details. |
| NON_TRANSACTION_ACCOUNT | This is a non-transaction account that limits or prevents transactions Contact your customer and request permission to charge a different bank account. |
| PAYMENT_STOPPED | The customer has stopped the payment with their bank. Contact the customer for details and to arrange payment. |
| PICK_UP_CARD | The card has been reported as lost or stolen by the cardholder. The cardholder needs to contact their issuing bank. |
| RESTRICTED_CARD | The card has a restriction preventing approval for this transaction. Please contact the issuing bank for a specific reason. |
| RESUBMIT_TRANSACTION | The transaction couldn’t be processed by the issuer for an unknown reason. The cardholder needs to attempt the transaction again. If the transaction is declined again, the cardholder should contact their issuing bank. |
| TRANSACTION_NOT_PERMITTED | The transaction was declined because the card or transaction type is not permitted. The cardholder needs to use a different type of card or attempt a different transaction method. |
Additional Failure Codes:
| Error Code | Messages |
|---|---|
| REFER_TO_CARD_ISSUER | Please contact card issuer for more information. |
| INVALID_MERCHANT | Merchant not permitted for this transaction type |
| PICK_UP_CARD_NO_FRAUD | Please contact card issuer for more information. |
| DO_NOT_HONOR | Please contact card issuer for more information. |
| ERROR | Please attempt transaction again but if it still cannot be processed try again at a later time |
| PICK_UP_CARD_FRAUD_ACCOUNT | Please contact card issuer for more information. |
| INVALID_TRANSACTION | Issuing bank does not support this transaction type on this card. Please contact card issuer for more information. |
| INVALID_AMOUNT_OR_CURRENCY | Transaction violates network amount limit. |
| INVALID_ACCOUNT_NUMBER | The account number does not exist. Please make sure the account number is correct or contact your issuer. |
| NO_SUCH_ISSUER | The issuer can not be found. Please check card number to ensure it is valid. |
| RE_ENTER_TRANSACTION | Please attempt transaction again and contact card issuer if it still cannot be processed. |
| NO_ACTION_TAKEN | Please contact card issuer for more information. |
| UNABLE_TO_LOCATE_RECORD | The account number does not exist. Please make sure the account number is correct or contact your issuer. |
| FILE_TEMPORARILY_NOT_AVAILABLE | Please contact card issuer for more information. |
| NO_CREDIT_ACCOUNT | Issuer has declined the transaction because the card is not a credit account. Please try another card. |
| LOST_CARD_PICK_UP_FRAUD_ACCOUNT | Please contact card issuer for more information. |
| STOLEN_CARD_PICK_UP_FRAUD_ACCOUNT | Please contact card issuer for more information. |
| NOT_SUFFICIENT_FUNDS | Card issuer has declined the transaction as it does not have sufficient funds. |
| NO_CHECKING_ACCOUNT | The card is not tied to a checking account and thus cannot be processed. Please try another card. |
| NO_SAVINGS_ACCOUNT | The card is not tied to a savings account and thus cannot be processed. Please try another card. |
| EXPIRED_CARD | The expiration date is expired or missing. Please correct and try again. |
| INCORRECT_PIN | The PIN is invalid or missing. Please try again with the correct PIN. |
| TRANSACTION_NOT_PERMITTED | Transaction not permitted to cardholder. Please contact card issuer for more information. |
| SUSPECTED_FRAUD | Please contact card issuer for more information. |
| EXCEEDS_APPROVAL_AMOUNT_LIMIT | Transaction violates issuer amount limit. Please contact card issuer for more information or try with another card. |
| RESTRICTED_CARD | Card not supported in this region or country. Please contact card issuer for more information. |
| TRANSACTION_DOES_NOT_FULFILL _AML_REQUIREMENT | This transaction does not fulfill compliance requirements and cannot be processed. |
| EXCEEDS_WITHDRAWAL_FREQUENCY_LIMIT | Please attempt with another card or contact card issuer for more information. |
| ALLOWABLE_NUMBER_OF_PIN_ENTRY _TRIES_EXCEEDED | The maximum permitted number of PIN entry attempts has been exceeded. Please use another payment method. |
| CRYPTOGRAPHIC_ERROR_FOUND_IN_PIN | The supplied PIN is invalid. |
| NEGATIVE_RESULTS | Invalid security code. |
| CANNOT_VERIFY_PIN | The PIN is invalid or missing. Please try again with the correct PIN. |
| ISSUER_INOPERATIVE | Please attempt transaction again and contact card issuer if it still cannot be processed. |
| FINANCIAL_INSTITUTION_NOT_FOUND | The issuer can not be found. Please check card number to ensure it is valid. |
| TRANSACTION_NOT_COMPLETED_LAW_VIOLATION | The transaction cannot be completed because it violates a law. |
| TRANSACTION_AMOUNT_EXCEEDS _PREAUTHORIZED_APPROVAL_AMOUNT | Transaction violates amount limit. |
| CARD_AUTHENTICATION_FAILED | Please contact card issuer for more information. |
| STOP_PAYMENT_ORDER | Please contact card issuer for more information. |
How to access your Finix Dashboard
Note: For all functions associated with your dashboard, please
click here to review our article
To access, first sign into your Finix dashboard here
Alternatively, owners or managers can go to Settings (top right) → Billing & Ins. (top tab) → Find the section titled Payment Processing → Click Go to the Finix Portal
Once logged in:
- Click Transactions (left menu)
- On the expanded menu click Payments
- Listed are all payments made, most recent on top
- Look for the State column:
- Alternatively you can toggle the filter from All to Failed at the top if looking for more
- Click any transaction attempt to reveal more details on the right panel
- Example showing a failed or declined transaction:
Other Helpful Information
Credit card processors and by extension TherapyAppointment are the messengers in credit card transactions.
We securely pass along the information to the card processor airline_stops who then reaches out to the cardholder's bank airline_stops with the information given and asks to process it.
The client's bank is the one who "holds all the cards" credit_card so to speak in a transaction — they either approve or deny a charge based on the information given by you or the client. That decision is then sent back to the card processor, to us, and then to you.
Typically a decline will result in clients having to contact their bank (card issuer) and ask them why they're declining the charges.
Once that's been squared away, have the client give you the information again and re-enter it to process a charge.
Article: Accept or Take a Payment