Failed Payments and Refusal Codes
To find out why a transaction failed:
- Open the Payments tab from your portal menu
- Find the transaction in question
- Tip: You can filter by all failed payments
- Click on the failed transaction to open the payment details panel
- Under Related Info, find the Refusal Code for decline details
Refusal Codes
Generic Decline
If you receive a DECLINE code without additional details, the patient's bank is declining the transaction but not providing specific reasons. Ask the patient to contact their bank to understand why the transaction was declined. Depending on the reason, this may be either a terminal or soft decline.
Terminal Decline: These refusal codes will never be approved. Request a new payment method from the patient.
| CODE | DESCRIPTION |
| DO_NOT_HONOR | Do not honor |
| EXPIRED_CARD | Expired card |
| FRAUDULENT_CARD | Fraudulent card |
| INCORRECT_PAYMENT_INFORMATION | Incorrect payment information |
| INVALID_CARD_SECURITY_CODE | Invalid card security code |
| INVALID_EXPIRATION_DATE | Invalid expiration date |
| INVALID_PIN | Invalid PIN |
| LOST_CARD | Lost card |
| NO_CARD_NUMBER_ON_FILE_WITH_ISSUER | No card number on file with issuer |
| NO_SUCH_CARD_ISSUER | No such card issuer |
| RISK_DECLINE | Risk decline (flagged by fraud prevention system) |
| STOLEN_CARD | Stolen card |
| UNSUPPORTED_CARD_TYPE | Unsupported card type |
Soft Declines: These refusal codes can be retried once the patient resolves the issue.
| CODE | DESCRIPTION |
| INSUFFICIENT_FUNDS | Insufficient funds |
| OVER_LIMIT | Over limit |
| PROCESSING_ERROR | Processing error |
| RETRY | Retry |