If a card payment fails, you’ll see an error code against the invoice in your Atoa dashboard. Match the error code below to understand why the payment failed and what to do next.
This guide explains each card payment error, what it means for you and your customer, and the recommended next steps.
Error Code: 1
Message
The customer’s bank has declined the transaction. Please ask them to try another payment method or contact their bank.
Why this happens
The card issuer refused the transaction.
Next steps
Advise the customer to use a different payment method or contact their bank.
Error Code: 2
Message
The customer’s bank has declined the transaction. Please ask them to try another payment method or contact their bank.
Why this happens
The card issuer refused the transaction.
Next steps
Advise the customer to use a different payment method or contact their bank.
Error Code: 3
Message
The transaction was declined due to an issue with your Atoa account. Please contact Support (hello@paywithatoa.co.uk) for more details.
Why this happens
There was an issue with the your card payment service.
Next steps
-
Contact Atoa Support for clarification
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Please advise the customer to use a different payment method
Error Code: 4
Message
The customer's bank has requested that you retain the customer's card. Please advise the customer to contact their bank.
Why this happens
The card issuer has requested the card be returned.
Next steps
-
Please advise the cardholder to contact their bank
-
Retain the card if this was a physical transaction
Error Code: 5
Message
The customer’s bank declined the transaction. Please ask them to try another payment method or contact their bank.
Why this happens
The card issuer has declined the transaction.
Next steps
Please advise the customer to use a different payment method.
Error Code: 6
Message
The payment failed due to a technical issue with the customer's bank. Please ask the customer to try again or use a different payment method.
Why this happens
A temporary or unknown bank-side error occurred.
Next steps
Please ask the customer to retry the payment. If the issue persists, suggest a different payment method.
Error Code: 7
Message
The customer's bank has requested the card be retained due to suspicious activity on the account. Please ask the customer to contact their bank immediately.
Why this happens
The card issuer wants the card to be returned due to suspicious activity on the account.
Next steps
-
Please advise the cardholder to contact the card issuer
-
Confiscate and return the card if physical
Error Code: 12
Message
This card isn’t authorised for this type of transaction. Please ask the customer to try another payment method.
Why this happens
The card is not authorised for this type of transaction.
Next steps
Please ask the customer to try another card or a different payment method.
Error Code: 13
Message
The payment amount entered isn’t valid. Please check the amount entered and ask the customer to attempt payment again.
Why this happens
The card is not authorised for this type of transaction or the amount format is invalid and contains non-numeric characters.
Next steps
-
Check and correct the payment amount, then ask the customer to try again
-
If the issue continues, suggest using a different payment method
Error Code: 14
Message
The card number entered isn’t valid. Please ask the customer to check their card details and try again, or use a different payment method.
Why this happens
The card details entered were incorrect, such as an invalid or mistyped card number.
Next steps
Please ask the customer to check and re-enter their card details, or suggest using a different payment method.
Error Code: 15
Message
The card details entered are invalid. Please ask the customer to check their card number and try again.
Why this happens
The card details entered were invalid.
Next steps
Please ask the customer to check and re-enter their card details, or suggest using a different payment method.
Error Code: 17
Message
The customer has cancelled this transaction. Please ask them to try again.
Why this happens
The customer cancelled the transaction.
Next steps
-
Please ask the customer to retry the payment when they’re ready
-
If needed, suggest using a different card or payment method
Error Code: 19
Message
The payment failed due to a technical issue with the customer's bank. Please ask them to try again or use a different payment method.
Why this happens
The payment failed due to a temporary technical issue with the customer’s bank.
Next steps
-
Please ask the customer to try the payment again.
-
If the issue continues, suggest using a different payment method.
Error Code: 41
Message
The customer’s bank has requested the card be retained as it’s been reported lost. Please ask the customer to contact their bank.
Why this happens
The card issuer has marked the card as lost and requested that it be returned.
Next steps
-
Please advise the customer to contact their bank
-
Retain the card if this was a physical transaction
Error Code: 42
Message
The customer’s bank has requested the card be retained as it’s been reported stolen. Please ask the customer to contact their bank.
Why this happens
The card issuer has marked the card as stolen and requested that it be returned.
Next steps
-
Please do not proceed with the transaction
-
Retain the card if this was a physical transaction
-
Consider not doing business with this customer in the future
Error Code: 43
Message
The customer’s bank has requested the card be retained as it’s been reported stolen. Please ask the customer to contact their bank.
Why this happens
The card issuer has marked the card as stolen and requested that it be returned.
Next steps
-
Please do not proceed with the transaction
-
Retain the card if this was a physical transaction
-
Consider not doing business with this customer in the future
Error Code: 46
Message
This payment failed because the bank account linked to the customer’s card has been closed. Please ask them to try another payment method.
Why this happens
The bank account linked to the card has been closed by the issuing bank.
Next steps
Please ask the customer to use a different card or payment method.
Error Code: 50
Message
The payment couldn’t be completed due to a timeout or invalid password. Please ask the customer to try again.
Why this happens
The payment timed out or the customer entered an incorrect password during authentication.
Next steps
Please ask the customer to try the payment again.
Error Code: 51
Message
The payment was declined due to insufficient funds. Please ask the customer to use a different card.
Why this happens
The transaction amount exceeded the available balance or limit on the card.
Next steps
Please ask the customer to add funds or use a different payment method.
Error Code: 54
Message
The customer is trying to use an expired card. Please ask them to use a different card or payment method.
Why this happens
The card is expired and is no longer valid.
Next steps
Please ask the customer to use a different card or payment method.
Error Code: 56
Message
The customer entered incorrect card details. Please ask them to check their card details and try again.
Why this happens
The payment failed because the card details entered were incorrect or incomplete.
Next steps
Please ask the customer to check and re-enter their card details, or suggest using a different payment method.
Error Code: 57
Message
The customer’s card isn’t authorised for this type of transaction. Please ask them to contact their bank or try a different card or payment method.
Why this happens
The card is not authorised for this type of transaction.
Next steps
Please ask the customer to try another card or a different payment method.
Error Code: 58
Message
This card terminal isn’t authorised for this type of transaction. Please contact support at hello@paywithatoa.co.uk.
Why this happens
The card terminal or acquiring setup is not authorised for this type of transaction.
Next steps
Please contact Atoa Support at hello@paywithatoa.co.uk for assistance.
Error Code: 59
Message
The customer’s bank declined the payment due to suspicious activity on the account. Please do not proceed with this transaction and advise the customer to contact their bank.
Why this happens
The card issuer detected suspicious activity and declined the transaction.
Next steps
-
Do not proceed with the transaction
-
Please advise the customer to contact their bank
Error Code: 61
Message
The transaction was declined as it exceeds the customer’s card limit. Please ask them to use a different card or payment method.
Why this happens
The transaction amount exceeded the card’s payment limit.
Next steps
Please ask the customer to add funds or use a different payment method.
Error Code: 62
Message
The customer’s card isn’t authorised for use in your region. Please ask them to use a different payment method.
Why this happens
The card is restricted for use in the merchant’s registered geographic region.
Next steps
Please ask the customer to try another card or a different payment method.
Error Code: 63
Message
The payment failed due to an incorrect CVV code (the three digits on the back of the card). Please ask the customer to check their card details and try again.
Why this happens
The CVV (the three digits on the back of your card) entered was incorrect.
Next steps
-
Please ask the customer to check their card details and try again
-
Suggest using a different payment method if the issue persists
Error Code: 65
Message
The payment failed because the customer’s card details couldn’t be verified. Please ask them to check their card details and try again.
Why this happens
The payment could not be verified, often because 3DS authentication was not completed.
Next steps
-
Please ask the customer to retry the payment with 3DS enabled
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Suggest using a different payment method if the issue persists
Error Code: 70
Message
The customer entered an incorrect PIN. Please ask them to try again or contact their bank.
Why this happens
The PIN entered was incorrect or the card issuer requires further verification.
Next steps
Please ask the customer to re-enter their PIN.
Error Code: 75
Message
The customer has reached the maximum number of incorrect PIN attempts. Please ask them to use a different payment method.
Why this happens
The maximum number of incorrect PIN attempts has been reached.
Next steps
Please ask the customer to use another card or a different payment method.
Error Code: 78
Message
The customer’s card is new and hasn’t been activated yet. Please ask them to complete the card activation process with their bank or use a different payment method.
Why this happens
The card is new and has not yet been activated.
Next steps
Please ask the customer to complete the card activation process, or suggest using a different card or payment method.
Error Code: 83
Message
The transaction was declined due to a security issue. Please ask the customer to contact their bank.
Why this happens
The card issuer detected suspicious activity and declined the transaction.
Next steps
Please ask the customer to contact their bank for clarification.
Error Code: 91
Message
The payment couldn’t be completed due to a technical issue with the customer's bank account. Please ask the customer to use a different card or payment method to continue.
Why this happens
The issuing bank was temporarily unavailable to process the payment.
Next steps
Please ask the customer to retry the payment later, or use a different payment method.
Error Code: 93
Message
The payment failed due to an issue with the customer’s account. Please ask them to use a different payment method.
Why this happens
There is an issue with the customer’s bank account that prevented the payment from being completed.
Next steps
Please ask the customer to contact their bank or use a different payment method.
Error Code: 94
Message
The payment failed due to a technical issue with the customer's bank. Please ask the customer to try again or use a different payment method.
Why this happens
A duplicate payment request was detected by the card network.
Next steps
-
Please ask the customer to retry the payment after a short wait
-
Suggest a different payment method if the issue persists
Error Code: 96
Message
The payment failed because the customer’s bank network was temporarily unavailable. Please ask them to try again later or use a different payment method.
Why this happens
The issuing bank’s systems were temporarily unavailable.
Next steps
Please ask the customer to retry the payment later or use a different payment method.
Error Code: nan
Message
This card type isn’t supported. Please ask the customer to use a Visa or Mastercard, or choose a different payment method.
Why this happens
The card type used is not supported by the card payment network.
Next steps
Please ask the customer to use a Visa or Mastercard, or a different payment method.
Can’t find your error code here? Please contact us at help@paywithatoa.co.uk.