Ezidebit decline codes

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If you've ever received an error or declined code when using Ezidebit processing and wished you had more detailed information, this article is for you. Below, you'll find explanations of decline codes you may have encountered, and also potential solutions and resolutions to the issue at hand.

 
A full list of decline codes are attached at the bottom of this article for download as well (begins on page 174). 
 

Contents

If you receive a decline that is not listed on this page please contact Merchant Support.

General Declines:

C - Cancelled

Transaction was cancelled by the client, please reach out to your client for more details.


C4 Cancelled: Customer Deceased

This customer has been reported as deceased to their bank, please reach out to your customer for more details.


CB - Direct Debit Authority Cancelled by Bank

Your ability to process direct debit transactions for this client has been shut off by the issuing bank. Please reach out to your client for more details.


CC - Direct Debit Authority Cancelled by Customer

Your ability to process direct debit transactions for this client has been shut off by your client. Please reach out to your client for more details.


CP - Cancelled: Pick up Card

The issuing bank is requesting you keep this card as there is a problem. Please call the 800 number on the back of the card to determine the issue.


H2 Hold: Direct Debit Authority Cancelled by Customer

Your ability to process direct debit transactions for this client has been shut off by your client. Please reach out to your client for more details.


H3 Hold: Bank Account Closed

The bank account has been closed. Please reach out to your client for updated billing information.


H5 Hold: Incorrect BSB or Account Number

You have entered the BSB or Account number incorrectly. Please reach out to your client to ensure you have the correct billing information on file.


HE - Hold: Expired Credit Card or Incorrect Expiry Date

The credit card has expired or the wrong expiration date has been entered. Please reach out to your client to ensure you have the correct billing information.


HI - Hold: Invalid Credit Card Number

The credit card number you have entered is invalid. Please reach out to your client to ensure you have the correct billing information.


HL - Hold: Lost Credit Card

The card has been reported lost or stolen. Please hold onto the card and call the 800 number on the back of the card to determine the issue.


HQ - Hold: Cancelled Credit Card

The credit card has been cancelled with the card issuing bank. Please reach out to your client for updated billing information.


HU - Hold: Unsupported Card

Your merchant account is not setup to accept this card type. Please contact Ezi Debit to ensure you are setup to accept this card type and then contact MINDBODY to ensure it is integrated with your software.

 

Server was unable to process request - Unable to process update. Add payment denied. This customer is on hold due to invalid credit card details and these card details have not been changed.

A hold has been placed on this account. Please reach out to Ezidebit to clear the hold.

 

Decline - 5: You must provide a value for the 'lastname' parameter

This is a little different from a decline, this is an error code due to incorrect formatting. If the customer's name in their billing information has any extra spaces before or after their name it will give you this decline code. In order to fix it just delete their name in the billing info on their profile and re-enter it without any extra spaces and save. Reprocess the transaction like normal.

 

123: No response from Gateway

We are not receiving a response from Ezidebit's gateway. Please attempt the transaction again. If the problem persists, please contact Ezi Debit for more information.

 

Invalid Digital Key

Your account is an existing Ezidebit account (prior to MINDBODY) that you are trying to switch over to use with MBO. If you are fully ready for the switch, contact Ezidebit to turn over account to MBO. Any previously set up payments through the account will not run any longer, only MBO transactions. You will continue to get the decline, "invalid digital key" until you contact Ezidebit to make your account compatible with MINDBODY.

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Real-Time Declines:

01 Refer to Card Issuer

The card has been declined by the issuing bank. Please contact the 800 number on the back of the card for more details.

 

02 Refer to Issuer’s Special Conditions

The card has been declined by the issuing bank. Please contact the 800 number on the back of the card for more details.

 

03 Invalid Merchant

The merchant account is inactive. Please reach out to Ezidebit for more information.

 

04 Pick Up Card

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

05 Do Not Honour

This is a generic decline from the card issuer. Please contact the 800 number on the back of the card for more information.

 

06 Error

There was an error processing this payment. Please attempt the transaction again; if the issue persists, contact Ezidebit for more information.

 

07 Pick Up Card, Special Conditions

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

12 Invalid Transaction

This is a generic decline from the card issuer. Please contact the 800 number on the back of the card for more information.


13 Invalid Amount

This is a generic decline from the card issuer. Please contact the 800 number on the back of the card for more information.

 

14 Invalid Card Number

The card number you have entered is invalid. Please reach out to your client for more information.

 

15 No Such Issuer

The card number you have entered is invalid. Please reach out to your client for more information.

 

17 Customer Cancellation

The client has cancelled this transaction. Please reach out to your client for more information.

 

18 Customer Dispute

The customer has filed a dispute for this transaction. Please reach out to your client for more information.

 

19 Re-enter Transaction

There was an error processing this payment. Please attempt the transaction again; if the issue persists, contact Ezidebit for more information.

 

25 Unable to Locate Record on File

This client has not been added into the Ezidebit system. You will need to create a new profile in the MINDBODY software for this client to re-attempt the transaction. 

 

26 Duplicate File Update Record

Ezidebit is seeing this as a duplicate transaction for this client. Please reach out to Ezidebit for more information.

 

33 Expired Card—Pick Up

This credit card has expired. Please reach out to your client for updated billing information.

 

34 Suspected Fraud—Pick Up

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

35 Contact Acquirer—Pick Up

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

36 Restricted Card—Pick Up

There are restrictions on this card that are not allowing the transaction to be processed. Please reach out to your client for updated billing information.

 

37 Call Acquirer Security—Pick Up

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

41 Lost Card—Pick Up

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

43 Stolen Card—Pick Up

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

51 Insufficient Funds

This client does not have sufficient funds to process this transaction. Please reach out to your client for updated billing information.

 

54 Expired Card

This card has expired. Please reach out to your client for updated billing information.

 

57 Trans. not Permitted to Cardholder

There are restrictions on this card that will not allow this transaction to process. Your client will need to contact the 800 number on the back of their card for more information.

 

58 Transaction not Permitted to Terminal

There are restrictions on your Ezidebit account that will not allow this transaction to process. Please contact Ezidebit for more information.

 

59 Suspected Fraud

The issuing bank is requesting you pick up this card. Please contact the 800 number on the back of the card for more information.

 

62 Restricted Card

There are restrictions on this card that will not allow this transaction to process. Your client will need to contact the 800 number on the back of their card for more information.

 

900 Add payment denied

You have multiple Client/Upload Ref combinations, you have exceeded the Max Purchases Per Client Per Day: 2

 

900 Add payment denied

This customer is on hold due to invalid credit card details and these card details have not been changed.

 

900 Add payment denied

This customer's status of 'CP: Cancelled: Pick up Card' does not allow new payments to be added.

 

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