FAQ

Q1: Policy (Mastercard use only)

This error can typically mean one of two things. It depends on the issuer.

• The transaction is refused because the card issuer suspects this payment to be fraudulent.

• There are insufficient funds.

Q2: Life cycle (Mastercard use only)

Usually, it is caused by invalid card data.

Q3: 3DS authentication timed out and 3DS authentication failed

1) 3DS authentication timed out

Usually, the timeout setting is 1-2 minutes. If the end users do not start the authentication within 1 or 2 minutes, merchants will receive this error message.

2) 3DS authentication failed

The end users start the authentication, but it failed.

Q4: The card supports multi currencies, e.g. EUR/USD/GEL, the currency is EUR in the merchants' side, but comes USD to the end user.

firstly, the USD amount is equivalent to the EUR amount as captured by the bank.

secondly, why not capture EUR directly? This is the standard behaviour of the bank. They accept multi currencies but all are converted to USD

Q5: Do not honour

This is the issuing bank refusing the transaction for one of several reasons.

1) Insufficient funds

Even though there is a separate error code for "Insufficient funds", various issuing banks may mark a declined transaction as "Do Not Honour" instead of "Not Sufficient Funds". If it is difficult for issuing banks to determine the correct response code, they use "Do Not Honour" as an all-inclusive reason. As "Not Sufficient Funds" is one of the most common reasons, it may be hiding under "Do Not Honour".

2) credential mismatch

"Do Not Honour" may also mean that a transaction was declined because of a credential mismatch, e.g. CVV/CVC mismatch. The problem is that not all card networks and issuing banks have a special decline code for such mismatches. That is why the "Do Not Honour" response is used.

3) Suspicious activity

Card issuing banks have their own sets of factors which point to a cardholder’s suspicious or unusual behaviour (https://blog.cardinity.com/payment-security/6-signs-of-e-commerce-fraud-you-should-recognize/). It does not necessarily indicate fraud; however, banks should prevent such transactions and protect cardholders’ funds. Some of the factors include the following:

• Unusually large payment amount

• Transaction made at night

• No additional authentication

• Multiple orders

• Or a previously made payment on a high-risk website.

• ......

Usually, a transaction is declined when there is a combination of several factors. Unfortunately, as a seller, you do not receive any explanation from the bank but only the "Do Not Honour" response code.

4) Temporary hold on the card

For the same reasons as mentioned above, the card issuing bank may not only decline a payment but also put a hold on a customer’s card. If a customer tries to pay with a card which was put on hold, the issuing bank will respond with "Do Not Honour".

5) Multiple declined payments

A customer may retry a payment if it has been declined once. After multiple declined payments in a row, the subsequent payment will be declined automatically with the response "Do Not Honour". It means that the card has been temporarily locked, and the customer will not be able to make a payment without contacting the bank.

Q6: Exceeds withdrawal amount limits

It means that the cardholder exceeded their card limit.

Cardholders can try again after resolving the issue with their bank, or use another payment method. This can mean insufficient funds on the card, or they have exceeded their transaction limit for the day.

Q7: System closed(timeout)

The transaction is closed automatically in our side, if the transaction status is pending over 2-3 hours in the acquirers' side.

Q8: Not supported currency

It may be caused by:

• The acquirer does not support this currency. Please transfer the currency to a supportable currency.

• Configuration missing: There may be a configuration issue in our side. We will update the configuration ASAP.

Q9: SCA required under PSD2

The bank has implemented additional security measures. As a result, a lot of issuing banks are requiring strong customer authentication (SCA).

If the card belongs to a European bank, 2D payment is not allowed, 3DS is required.

Q10: Invalid Transaction

The issuing bank refuses the transaction. Typically related to incorrect card details.

Q11: Invalid Merchant

This means the card issuer refused the transaction.

Q12: No universal account

Some issuers decline transactions with this error when the credit card account does not exist at the issuing bank. It is similar to an "Invalid card number" or "invalid account number".

Q13: Declined

It means this is a "hard decline" by the issuer bank. There are / can be several reasons such as

• Refer to the card issuer (card number problems?)

• Authentication not supported (not a 3DS card?)

• ...

Q14: Issuer or switch inoperative

This means that the card issuer is unavailable. you can wait and retry later.