Resolving issues when your credit card fails

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Sometimes you're unable to submit or update your credit card information. This article describes some common error messages and how to solve them.
This article contains the following sections:

Resolving transaction errors
Resolving payment errors
Resolving other types of errors
Contacting Zendesk Customer Support



Resolving transaction errors

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.
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:


Cardholder field contains only the first and last name of the cardholder when possible. Omit middle initials, middle names, and business names (unless the business name is the sole name on the card).

Postal Code field contains only the first five digits if you are in the United States. Do not include any extensions.

State is required if you are in the US.

Resolving payment errors
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 update the card.

In this case, you have an open invoice that we were unable to charge to your card on file.
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.
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 Managing payments.
Resolving other types of errors
The following table show some common error codes that might occur.






Error Code


Description


Resolution




4 - Hold-call


Pick-up card (no fraud)


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.




5 - Decline


Do not honor


Call your credit card issuer (the phone number is usually on the back of your card).




14 - Card No. Error


Invalid card number


Re-submit your credit card, in case you entered your card number incorrectly, or use a different credit card.




41 - Hold-call


Pick-up card (fraud: lost card)


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.




51 - Decline


Insufficient funds


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.




54 - Expired Card


Credit card has expired.


Submit payment with a credit card that isn’t expired and update your payment information with the new card number.




57 -Serv not allowed


Transaction not approved


Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.





430190 - Not authorized


Bank has declined the transaction


Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.




430285 - Do not honor


Bank has declined the transaction


Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction.




430360, 100 -- Not authorized, REJECTED


Insufficient funds in your account


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.




430357 - Lost or Stolen Card


Bank has frozen your card because the card may have been stolen or is missing


Contact your bank to have your card reactivated or ask the bank to issue you a new one.




430306 - Expired Card

Credit card has expired.
Submit payment with a credit card that isn’t expired and update your payment information with the new card number.






Contacting Zendesk Customer Support
If you continue to receive errors and your credit card provider cannot resolve the issue, contact Zendesk Customer Support 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.