When a transaction fails, a red banner displays on the screen alerting the user to the failure and usually contains a specific error message. The failure message is essential to understanding why the transaction failed, but when folks report that their card keeps failing, they often are unable to tell you what the failure message said.
This article details how to view the failure/error messages provided on failed attempts and the most common reasons for failed transactions.
Oct. 2024. If you receive report(s) from your supporters that they are unable to pay because their card is not accepted and the credit card form keeps clearing: There is a known issue in which the Deluxe payment form is not recognizing data provided by certain combinations of the browser and auto-fill tool being used. Deluxe is working on a fix - but in the meantime, the workaround is to simply enter the card details manually.
Viewing Failure/Error Messages
Failure/Error Messages can be viewed in four places:
- A confirmation message (successful or failed) is displayed on the screen after the transaction.
- If the order already existed (eg items won at auction) and a payment was being added, the payment attempt and details are logged in payment section of the specific order.
- If you are receiving multiple reports of failures from people attempting to pay for their existing orders), you can view all failures from the Payments Report.
- If someone was trying to buy or donate online (eg. tickets, campaign pages), the order isn't created until payment is completed - so you will need to log into your FirstView™ account with Deluxe to view the failed authorization message(s).
Viewing message in individual order:
Go to: Orders > find the specific order > click on the info icon next to the failed payment transaction
Viewing messages in payments report:
- Go to: Admin > View Reports > View All Payments
- Click on the Customize button > add Messages to your view and Save
- Change Status filter to Failed
Most Common Deluxe Failure Messages
Tip: Deluxe provides specific error messages only for the first 3 attempts. Any additional attempts are flagged as potential fraud and blocked, so when troubleshooting - it's important to view the messages from the first attempts where details are provided.
4014: ["DECLINED / VISA RESPONSE: 14 - Invalid account number"]
Self-explanatory
10: ["Transaction Declined: AVS Neither address nor ZIP matches"]
This message indicates that your Deluxe account is setup to require a billing address and zip code - which the buyer has not provided.
Instruct the buyer to update their user record to list the BILLING address and zip code before submitting the payment form again.
You also have the option of disabling the AVS (address verification service) requirement on your account:
- Login to Deluxe Payment Platform at: https://payments.deluxe.com/gateway/login
- Go to: Settings > General Settings > Other Settings
- Disable AVS requirement and Save.
10: ["Transaction amount exceeds the high ticket limit"]
Your Deluxe account has a specified high single ticket limit (typically $2000-$5000) and monthly limit. Any transactions that exceed these limits will automatically fail.
For occasional, unusually large orders/payments, you can manually edit the price to pay to a lower amount, then submit additional payments until the balance owed is $0. Split payments must be processed by someone on your team - from the Auction NIght Check-out screen or Orders page.
If you don't know what your high single ticket and monthly limits are, this help article shows you where to find them.
10: ["DECLINED"]
If a Declined message, without any further explanation, occurs on the first three attempts - it is usually a simple decline - meaning the amount to pay would exceed the card's limit. Best practice: "Hmm, it doesn't seem to like this card - do you have another card we can try?"
Remember that after 3 failed attempts, future attempts will be blocked - and may return "Declined" without further explanation. If a supporter reports that their card was declined and shouldn't be - always check to see how many attempts have been made. If the card is good, the earliest failed attempt will provide more useful error messaging.
10: ["Fraud-Card Tumbling"] ["Fraud-Name Tumbling"]
This error message that will display when multiple transactions are attempted (successful or failed) by the same user/card in a short window of time (default is 1 hour). In addition to failing the transaction, each attempt will block authorization's on the card (card tumbling) or card using the name (name-tumbling) for an additional 1 hour.
These fraud settings can be adjusted (or disabled) on your Deluxe Payment Portal.
A complete list of Deluxe Error codes can be found here.
Still have questions?
We have provided these troubleshooting tips as a convenience to our customers - if you still have questions about specific transactions, please contact the experts on the Deluxe Support Team. Their help desk is available 24/7 and is staffed by real (and friendly) people! You can reach them by calling 888 453 4538.
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