Help and support

Your questions, answered.

By and 4 others

• 12 articles

My Atoa Business account application was declined

Our UK-based security team carefully reviews each application to protect existing businesses and customers. We understand that being declined for an account can be disappointing. At Atoa, we take the security of our platform and the protection of our existing businesses and customers very seriously. Our UK-based security team carefully reviews each application to check it meets our high standards. Unfortunately, this thorough process sometimes means that we decline some businesses. We can't share specific details about how we make this decision as it involves confidential security measures. Our compliance team looks closely at every application, including the details and documents you provide. We also use information from credit reference agencies, anti-fraud services, and other online sources when required. We appreciate your understanding.

Last updated on Sep 20, 2024

I paid for something I didn't receive, can I get a refund?

Each Atoa payment is a direct bank transfer from the Customer to the Merchant. Atoa is not liable for transactions on its platform, does not handle funds and is not able to provide refunds. Atoa is a software platform, used by Merchants to facilitate payments via "instant bank transfer", directly from Customer to Merchant. Atoa operates on the UK Faster Payments (Bank Transfer) system and once a bank transfer is sent, it can't be reversed unless the merchant performs a refund from their side. Please see our FAQs for more details. We advise customers against paying merchants they don’t know and trust, especially when not paying in person. We also advise clients against paying merchants for purchases via Third Party Marketplaces such as Facebook Marketplace or Gumtree, such transactions are against our Terms of Service and there is a risk you may not receive the product or service you paid for. Each customer must tick the “I trust this merchant” tick box and accept our Terms of Service before being able to make a payment. We advise customers to never pay a merchant they don't know and trust. If you believe that a business has breached our Terms of Service, email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Last updated on Mar 25, 2025

How to close your Atoa account

Atoa respects your privacy, so we make it easy for you to close your account and delete your data. Steps to delete your account Please send our Support Team an email at hello@paywithatoa.co.uk with the subject line "Account Deletion Request". We'll need you to provide the following details: - Whether you're an Atoa Business or Atoa Pay user - Your name - Phone number - Business name (if applicable) Our UK-Based Care Team will aim to get back to you within one business day (excluding UK Public Holidays). Please note that we may be required to retain some transactional data for Anti-Money Laundering (AML) purposes. Why are you leaving Atoa? Finally, we'd love to know why you are deleting your account. This will help us to improve our service and hopefully work with your business again in the future.

Last updated on Sep 20, 2024

Can I follow Atoa on social media for updates?

Yes! You can follow Atoa Payments on a variety of different platforms to keep up to date with our latest features and developments: Youtube- https://www.youtube.com/@paywithatoa Instagram- https://www.instagram.com/paywithatoa/ LinkedIn- https://www.linkedin.com/company/paywithatoa/mycompany/ X (formerly known as Twitter)- https://x.com/PayWithAtoa Facebook- https://www.facebook.com/PayWithAtoa

Last updated on Sep 04, 2024

What happens if there is a dispute with my transaction?

Talk to the business or customer first If there is any dispute regarding a transaction reach out to the business. Contact your bank If you are unable to resolve your dispute with the business, we would recommend you get in touch with your bank to see if they are able to assist you. Drop us a line If you believe that a business has breached our Terms of Service, email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Last updated on Mar 21, 2025

Is there a discounted rate for charities?

Atoa values the incredible work that charities do. That's why we offer a reduced transaction rate of 0.2% + VAT for all UK-registered charities. If you use our accountancy integrations to accept payments, there's a fee of 0.2% + 10p + VAT for each payment. How do I register my business as a charity on Atoa? During registration, we'll ask for your UK charity number. Later, when you're verifying your business, we'll need to see some proof that you're a registered charity.

Last updated on Oct 29, 2024

My business is seasonal, will my account be closed due to inactivity?

Here at Atoa, we understand that every business is different and may have different needs. Therefore, we will not delete an account due to inactivity. You may receive correspondence from a member of our team as a courtesy, to understand the businesses situation and if they are in need of support. You may be charged a monthly nominal fee of 30p by our billing provider, Stripe, in order to maintain your Direct Debit mandate. This fee in its entirety goes to Stripe.

Last updated on Sep 20, 2024

Can I accept international payments with Atoa?

Not currently. As Atoa utilises the UK Faster Payment Service, only payments made via a supported UK Bank Account can be accepted. International Banks are subject to regulations different from those of UK bank accounts, and there is no infrastructure or mandate to allow these banks to process payments using FPS currently. Therefore, we are only able to accept payments from banks in the UK at this moment in time.

Last updated on Sep 05, 2024

Paying in-store with Atoa

If you're a customer who’s paying a business using Atoa, this section is for you. Here are answers to common questions about how it works and what to do if something goes wrong. What is Atoa and how does it work? Atoa lets you pay a business directly from your bank app. No cards, no cash, no faff. Just scan a QR code or click on a SMS link, approve the payment in your bank app or internet banking, and you’re done. It’s fast, secure, and the business gets paid instantly. How do I pay in-store using Atoa? 1. Scan the QR code using your phone camera or click on the SMS link from the business. 2. You'll be shown the business name and amount due. 3. Choose your bank from the list provided. 4. You’ll be taken to your bank app or Internet Banking. 5. Approve the payment securely using Face ID or Fingerprint Scan. Once done, you'll return to the business's confirmation screen. No app downloads or card details needed. Take a look at this video if you’re still unsure. Is Atoa secure? Yes, very. Atoa uses open banking technology, meaning you never share card details and your account details are never shared or exposed either. You approve the payment securely within your bank app using Face ID, fingerprint, or a passcode. Atoa is also ISO 27001 certified, which means we follow globally recognised security standards. I paid for something I didn’t receive. Can I get a refund? Start by speaking to the business directly. If they agree to refund you, they can initiate the refund straight to your bank account. What happens if there’s a dispute with my transaction? If you can’t resolve the issue with the business, you can raise a complaint with your bank, just like any other payment. Atoa payments are processed securely between your bank and the business’s bank, no middlemen involved. Can I cancel a payment? Atoa payments are instant and final, so once you’ve approved it in your banking app, it can’t be cancelled. If you’ve made a mistake or paid the wrong amount, please speak to the business and ask them to issue a refund. Do I need to download the Atoa app to pay? Not at all! You don’t need to download anything. Atoa works through your bank’s app or Internet Banking. Just scan the QR code and follow the steps. Will I be charged a fee for using Atoa? No, there’s no charge for customers to use Atoa. It’s completely free. Only businesses pay a small fee, you don’t. How will I know my payment went through? Once you approve the payment in your banking app, you'll be redirected to a confirmation screen. You’ll also see the transaction in your bank statement. What if my phone loses signal during payment? If you lose connection before approving the payment, you may need to start the process again. Your payment will only go through once it’s been approved in your bank app. Can I use Atoa if I don’t have mobile banking? You’ll need access to mobile or online banking to complete a payment. If you don’t, you won’t be able to use Atoa. In that case, ask the business for an alternative way to pay. What should I do if the QR code isn’t scanning? Make sure your camera lens is clean and you're standing close enough. If the code still doesn't scan, the business can share a payment link with you instead, just ask them.

Last updated on Apr 29, 2025

What is a card chargeback and how does it work?

What is a chargeback? A chargeback happens when a customer asks their bank to refund a payment made by debit or credit card because they believe the transaction was unauthorised, fraudulent, or that the goods or services weren’t as described. For example, a customer may: - Pay a deposit to a clinic but not show up for the appointment. - Receive an incorrect or damaged product through an online order. - Claim that an item never arrived. In these cases, the customer might contact their bank to dispute the charge. Who handles chargebacks? Chargebacks are processed by the customer’s bank or card issuer. They collect evidence from the customer’s and business’s sides, and make the final decision. Please note: Atoa is not involved in the chargeback decision process. Our role is limited to notifying merchants about the claim and collecting supporting documents so that the issuer bank or card network can review them. How does the chargeback process work? 1. The customer contacts their bank to raise a chargeback claim. 2. The merchant/business receives an automated email from Atoa about the claim. 3. The merchant/business replies to that email with any documents or proof to support their case (such as receipts, communication records, delivery proof, etc.). 4. Atoa submits these documents for review. 5. The customer’s bank then reviews all the evidence and decides whether the claim is valid. 6. The merchant/business is notified by email as the status changes (e.g. approved, declined, or sent for arbitration). How long does the process take? The full chargeback process can take up to 8 weeks, depending on how quickly the customer’s bank reviews the claim. Customers generally have up to 120 days from the date of the transaction to raise a chargeback. What happens if the merchant loses the chargeback? If the bank rules in favour of the customer: - The payment amount remains with the customer. - The merchant pays a chargeback fee, which will appear on their bill. What happens if the merchant wins the chargeback? If the bank rules in favour of the merchant: - The held funds are released back to the merchant. - The chargeback fee still applies. - The customer can still appeal the decision (this appeal stage is known as arbitration). If this happens, additional costs may apply to the merchant. Can a customer contact Atoa to start a chargeback? No. Customers must contact their own bank to initiate a chargeback. This is the standard global process. Atoa cannot open or manage chargeback claims directly for customers.

Last updated on Nov 07, 2025

Card Payment Errors Explained

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 - 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 - 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.

Last updated on Jan 30, 2026

Why did my card payment fail?

If your card payment fails, you’ll see an error code against the invoice. 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 the recommended next steps. Error Code: 1 Message Payment declined – Your bank declined this payment. Please pay with Pay by Bank instead, try another payment card, or contact your bank for help. Why this happens The card issuer refused the transaction. Next steps - Contact your bank for clarification - Retry the payment or use another card or payment method Error Code: 2 Message Payment declined – Your bank declined this payment. Please pay with Pay by Bank instead, try another payment card, or contact your bank for help. Why this happens The card issuer refused the transaction. Next steps - Contact your bank for clarification - Retry the payment or use another card or payment method Error Code: 3 Message Payment unsuccessful – This payment was declined because there was an issue with the merchant's card payment service. Please pay with Pay by Bank instead. Why this happens There was an issue with the merchant's card payment service. Next steps - Contact your bank for clarification - Please use an alternative payment method Error Code: 4 Message Card declined – Your bank has requested that the merchant retains your card. Please contact your bank for more information. Why this happens The card issuer has requested the card be returned. Next steps - Contact your bank for clarification - Please use an alternative payment method Error Code: 5 Message Card declined – Your bank declined this payment. Please try another payment method or contact your bank for help. Why this happens The card issuer has declined the transaction. Next steps - Contact your bank for clarification - Please use an alternative payment method Error Code: 6 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens A temporary or unknown bank-side error occurred. Next steps - Contact your bank for clarification - Retry the payment or use another card or payment method Error Code: 7 Message Payment declined – Your bank has declined this payment due to suspicious activity on your account. Please contact your bank right away for more information. Why this happens The card issuer wants the card to be returned due to suspicious activity on the account. Next steps Please contact your bank immediately. Error Code: 12 Merchant message This card isn’t authorised for this type of transaction. Please ask the customer to try another payment method. Customer-facing message Payment declined – Your card can’t be used for this type of transaction. Please try another card or use a different payment method to complete your purchase. Why this happens The card is not authorised for this type of transaction. Next steps - Contact your bank for clarification - Please try another card or a different payment method Error Code: 13 Message Invalid amount – It looks like the payment amount entered isn’t valid. Please check the amount and try 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 - Contact the merchant to confirm that the payment amount was entered correctly - If the issue continues, try paying again using a different card or payment method Error Code: 14 Message Invalid card number – It looks like the card number you entered isn’t correct. Please double-check your 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 - Double-check your card details and try again - If the issue continues, use another card or payment method Error Code: 15 Message Invalid card details – Please check your card number and try again, or use a different payment method. Why this happens The card details entered were invalid. Next steps - Double-check your card details and try again - If the issue continues, use another card or payment method Error Code: 17 Message Transaction cancelled – You’ve successfully cancelled this transaction. No funds have been taken. Why this happens The payment was cancelled by the customer before it could be completed. Next steps - Please retry the payment when you’re ready - If needed, try using a different card or payment method Error Code: 19 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens The payment failed due to a temporary technical issue with your bank. Next steps - Please try making the payment again - If the issue continues, use a different card or payment method Error Code: 41 Message Payment declined – Your bank declined this payment because your card has been reported lost. The merchant has been instructed to retain your card by your bank. Please contact your bank for assistance and use a different payment method. Why this happens The card issuer has marked the card as lost and requested that it be returned. Next steps - Contact your bank immediately for assistance - Please use a different card or payment method to complete the payment Error Code: 42 Message Payment declined – Your bank declined this payment because your card has been reported stolen. Please contact your bank for assistance. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please contact your bank immediately for assistance. Error Code: 43 Message Payment declined – Your bank declined this payment because your card has been reported stolen. Please contact your bank for assistance. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please contact your bank immediately for assistance. Error Code: 46 Message Payment declined – Your bank declined this payment because the bank account linked to this card is closed. Please use a different card or payment method. Why this happens The bank account linked to the card has been closed by the issuing bank. Next steps - Contact your bank for more information - Use a different card or payment method to complete the payment Error Code: 50 Message Payment failed – Your payment couldn’t be completed due to a timeout or incorrect password. Please try again. Why this happens The payment timed out or the password entered was incorrect during authentication. Next steps - Please try making the payment again - If the issue continues, use a different card or payment method Error Code: 51 Message Payment declined – Your bank declined this payment due to insufficient funds. Please make payment using a different card. Why this happens The transaction amount exceeded the available balance or limit on the card. Next steps Please add funds to this account or try using a different card or payment method. Error Code: 54 Message Payment declined – Your bank declined the payment because your card has expired. Please use a different card or payment method to continue. Why this happens The card is expired and is no longer valid. Next steps - Please use a different card or payment method - Contact your card issuer if you believe this is incorrect Error Code: 56 Message Invalid card details – It looks like you’ve entered incorrect card details. Please double-check your card details and try again. Why this happens The payment failed because the card details entered were incorrect or incomplete. Next steps - Double-check your card details and try again - If the issue continues, use another card or payment method Error Code: 57 Message Payment declined – Your card can’t be used for this type of transaction. Please contact your bank for more information or use a different card or payment method. Why this happens The card is not authorised for this type of transaction. Next steps - Contact your bank for clarification - Please try another card or a different payment method Error Code: 58 Message Payment declined – This payment couldn’t be completed due to a technical issue. Please try again later or use a different payment method. Why this happens The card terminal or acquiring setup is not authorised for this type of transaction. Next steps - Contact your bank for clarification - Please try another card or a different payment method Error Code: 59 Message Payment declined – Your bank declined this payment due to suspicious activity on the account. Please contact your bank for help or use a different payment method to continue. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps - Contact your bank immediately for clarification - Please try another card or a different payment method Error Code: 61 Message Payment declined – Your bank declined this payment because it exceeds your card’s payment limit. Please use a different card or payment method. Why this happens The transaction amount exceeded the card’s payment limit. Next steps - Check your card limits with your bank - Please add funds to this account or try using a different card or payment method Error Code: 62 Message Payment declined – This card can’t be used for payments in the merchant's registered geographic region. Please try a different card or payment method. Why this happens The card is restricted for use in the merchant’s registered geographic region. Next steps - Contact your bank to check regional restrictions - Please try another card or a different payment method Error Code: 63 Message Payment failed – It seems like you’ve entered an incorrect CVV code (the three digits on the back of your card). Please check your card details and try again, or use a different payment method. Why this happens The CVV (the three digits on the back of your card) entered was incorrect. Next steps - Please double-check the CVV and retry the payment - Please try another card or a different payment method if needed Error Code: 65 Message Payment failed – We couldn’t verify your card details. Please check your card details and try again, or use a different payment method. Why this happens The payment could not be verified, often because 3DS authentication was not completed. Next steps - Complete any authentication steps shown by your bank - Please use a different card or payment method if the issue persists Error Code: 70 Message Payment failed – It seems like you've entered the wrong PIN. Please try again, or contact your bank if the issue persists. Why this happens The PIN entered was incorrect or the card issuer requires further verification. Next steps - Please try again and enter your PIN - Contact your bank if the issue persists Error Code: 75 Message Payment declined – You’ve reached the maximum number of incorrect PIN attempts. Please use a different card or payment method to complete your payment. Why this happens The maximum number of incorrect PIN attempts has been reached. Next steps - Please contact your bank to reset your PIN - Use another card or a different payment method to complete the payment Error Code: 78 Message Card not activated – It looks like your card is new and hasn’t been activated yet. Please complete your card activation with your bank or use a different payment method to continue. Why this happens The card is new and has not yet been activated. Next steps - Activate your card using your bank’s instructions, then retry the payment - Please use a different card or payment method if necessary Error Code: 83 Message Payment declined – Your bank declined this payment due to a possible security issue. Please contact your bank for help or use a different payment method to continue. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps - Contact your bank to confirm the transaction - Retry the payment or use a different payment method once resolved Error Code: 91 Message Payment unsuccessful – This payment failed due to a technical issue with your bank. Please 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 retry the payment after some time - Use a different card or payment method if needed Error Code: 93 Message Payment unsuccessful – This payment failed due to an issue with your account. Please contact your bank for help or use a different payment method. Why this happens There is an issue with the your bank account that prevented the payment from being completed. Next steps - Please contact your bank for more information - Retry the payment or use a different payment method Error Code: 94 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens A duplicate payment request was detected by the card network. Next steps - Wait a moment and try the payment again - Use a different payment method if the issue continues Error Code: 96 Message Payment unsuccessful – This payment failed because your bank’s network was temporarily unavailable. Please try again later or use a different payment method. Why this happens The issuing bank’s systems were temporarily unavailable. Next steps - Please retry the payment after some time - Use a different card or payment method if the issue continues Error Code: nan Message Card type not supported – This card type isn’t supported. Please use a Visa or Mastercard, or try a different payment method. Why this happens The card type used is not supported by the card payment network. Next steps - Please use a Visa or Mastercard to retry the payment - Choose a different payment method if needed Can’t find your error code here? Please contact us at help@paywithatoa.co.uk.

Last updated on Jan 30, 2026