Resolving issues when your credit card fails

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<p dir="ltr">Sometimes you're unable to submit or update your credit card information. This article describes some common error messages and how to solve them.</p>
<p dir="ltr">This article contains the following sections:</p>
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<li dir="ltr"><a href="#h_ca0165bc-17b2-4be1-93aa-6affe3bb0a54" target="_self">Resolving transaction errors</a></li>
<li><a href="#h_fbf65747-a573-41f1-a94e-3e232da412c0" target="_self">Resolving payment errors</a></li>
<li><a href="#h_8e5da24c-2bd7-41cf-9f16-177a07b367df" target="_self">Resolving other types of errors</a></li>
<li><a href="#h_ed65224c-e54f-4a21-a64a-878e29965ba3" target="_self">Contacting Zendesk Customer Support</a></li>
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<h2 id="h_ca0165bc-17b2-4be1-93aa-6affe3bb0a54">Resolving transaction errors </h2>
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<p dir="ltr">You might one of the following transaction errors when you submit your credit card information. Often, a call to the credit card provider resolves many of the issues that cause this type of error, including: holds, credit limit issues, and transaction limits.<img alt="" src="/attachments/token/6jsnq3b2xs218t8/?name=PINK_transError_cropped.png"></p>
<p>If you receive an error message upon saving the card, please try re-entering your card once more after clearing cache/cookies, but by using a different browser with the following criteria in mind:</p>
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<strong>Cardholder</strong><strong> field contains only the first and last name of the cardholder</strong> when possible. Omit middle initials, middle names, and business names (unless the business name is the sole name on the card).</li>
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<strong>Postal Code</strong><strong> field contains only the first five digits</strong> if you are in the United States. Do not include any extensions.</li>
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<strong>State is required</strong> if you are in the US.</li>
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<h2 id="h_fbf65747-a573-41f1-a94e-3e232da412c0">Resolving payment errors</h2>
<p dir="ltr">You might see a payment error when you log in, after you have entered your credit card information. We understand that cards expire and things happen, so Zendesk provides a grace period allowing time to <a href="https://support.zendesk.com/hc/en-us/articles/4408887443610" rel="noopener" target="_blank">u</a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"><a href="https://support.zendesk.com/hc/en-us/articles/4408887443610" rel="noopener" target="_blank">pdate the card</a>.</span></p>
<p dir="ltr"><img alt="" src="https://support.zendesk.com/hc/article_attachments/7856391178394"></p>
<p dir="ltr">In this case, you have an open invoice that we were unable to charge to your card on file.</p>
<p dir="ltr">With each failed charge, an email with more information about the specific payment attempt, including an error code and description, is sent to the billing contact(s) for the account. The most common error codes are listed in the next section.</p>
<p dir="ltr">Often these types of errors can be solved by updating your credit card information, to update your credit card on file or switch to PayPal payments, refer to <a href="https://support.zendesk.com/hc/en-us/articles/4408821572506" rel="noopener" target="_blank">Managing payments.</a> </p>
<h2 dir="ltr" id="h_8e5da24c-2bd7-41cf-9f16-177a07b367df">Resolving other types of errors</h2>
<p dir="ltr">The following table show some common error codes that might occur. </p>
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<p dir="ltr">Error Code</p>
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<p dir="ltr">Description</p>
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<p dir="ltr">Resolution</p>
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<p dir="ltr">4 - Hold-call</p>
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<p dir="ltr">Pick-up card (no fraud)</p>
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<p dir="ltr">Your card may have been reported lost or stolen, or the account has been closed. Call your credit card issuer (the phone number is usually on the back of your card) to resolve the issue.</p>
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<p dir="ltr">5 - Decline</p>
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<p dir="ltr">Do not honor</p>
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<p dir="ltr">Call your credit card issuer (the phone number is usually on the back of your card).</p>
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<p dir="ltr">14 - Card No. Error</p>
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<p dir="ltr">Invalid card number</p>
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<p dir="ltr">Re-submit your credit card, in case you entered your card number incorrectly, or use a different credit card.</p>
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<p dir="ltr">41 - Hold-call</p>
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<p dir="ltr">Pick-up card (fraud: lost card)</p>
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<p dir="ltr">Your card may have been reported as lost or stolen, or the account has been closed. Call your credit card issuer (the phone number is usually on the back of your card) to resolve the issue.</p>
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<p dir="ltr">51 - Decline</p>
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<p dir="ltr">Insufficient funds</p>
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<p dir="ltr">Submit payment using a different credit card or call your credit card issuer (the phone number is usually on the back of your card) to make sure you have sufficient funds to make the payment.</p>
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<p dir="ltr">54 - Expired Card</p>
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<p dir="ltr">Credit card has expired.</p>
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<p dir="ltr">Submit payment with a credit card that isn’t expired and update your <a href="https://support.zendesk.com/hc/en-us/articles/4408821572506" rel="noopener" target="_blank">payment information</a> with the new card number.</p>
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<p dir="ltr">57 -Serv not allowed</p>
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<p dir="ltr">Transaction not approved</p>
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<p dir="ltr">Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.</p>
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<p dir="ltr">430190 - Not authorized</p>
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<p dir="ltr">Bank has declined the transaction</p>
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<p dir="ltr">Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.</p>
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<p dir="ltr">430285 - Do not honor</p>
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<p dir="ltr">Bank has declined the transaction</p>
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<p dir="ltr">Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.</p>
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<p dir="ltr">430360, 100 -- Not authorized, REJECTED</p>
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<p dir="ltr">Insufficient funds in your account</p>
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<p dir="ltr">Submit payment using a different credit card or call your credit card issuer (the phone number is usually on the back of your card) to make sure you have sufficient funds to make the payment.</p>
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<p dir="ltr">430357 - Lost or Stolen Card</p>
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<p dir="ltr"><span>Bank has frozen your card because the card may have been stolen or is missing</span></p>
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<p dir="ltr"><span>Contact your bank to have your card reactivated or ask the bank to issue you a new one. </span></p>
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<p dir="ltr">430306 - Expired Card</p>
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<td>Credit card has expired.</td>
<td>Submit payment with a credit card that isn’t expired and update your <a href="https://support.zendesk.com/hc/en-us/articles/4408821572506" rel="noopener" target="_blank">payment information</a> with the new card number.</td>
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<h2 id="h_ed65224c-e54f-4a21-a64a-878e29965ba3">Contacting Zendesk Customer Support</h2>
<p>If you continue to receive errors and your credit card provider cannot resolve the issue, <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-How-to-contact-Zendesk-Customer-Support" rel="noopener" target="_blank">contact Zendesk Customer Support</a> for help. Provide the last four digits of your credit card, your subdomain (for example, mycompany.zendesk.com), the error code, and the invoice number, if known.</p>
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