How to Troubleshoot a Payment Decline?

     

    Audience Fleet Managers 
    Applies To  Fleet Dashboard > Fleet View 

     

    Answer

    If your payment keeps getting declined, there could be multiple reasons for it. The table given below covers all the reasons and solutions that include your card issuer.

     

    Gateway Response Payment Troubleshoot Solution Instructions
    Revocation of Auth Cardholder has requested all recurring/ installment payments be stopped. Please contact your card issuer and/or use an alternate card.
    Call Voice Center Please contact your card issuer to approve this transaction and then try again.
    The issuer has flagged the account as suspected fraud. (Discover Only) This transaction was flagged as fraud. Please contact your card issuer to resolve this.
    Ceiling Limit Your card has exceeded its limit. Please contact your card issuer to resolve the issue and try again, or use a different card.
    Credit Floor Your card has exceeded its limit. Please contact your card issuer to resolve the issue and try again, or use a different card.
    The customer advises not authorized Please contact your card issuer to approve this transaction and then try again.
    Do Not Honor Please contact your card issuer to approve this transaction and then try again.
    Other Error Your card issuer has declined the transaction as there is a problem with your card number. Please contact your card issuer and/or use an alternate card.
    Over Freq Limit The card has gone over its frequency limit. Please contact your card issuer to resolve this.

     

    The table below covers Gateway Responses that require you to use a different card:

    Gateway Response Payment Troubleshoot Solution Instructions
    Account Closed This account is closed. Please use a different card.
    Card is expired This card is expired. Please use a different card.
    Invalid Account Number The account number is invalid. Please confirm the account number and try again, or use a different card.
    Invalid CC Number The CC number is invalid. Please confirm the card number and try again, or use a different card.
    Invalid Credit Card Number The CC number is invalid. Please confirm the card number and try again, or use a different card.
    Invalid Institution Code The institution is no longer valid (i.e. possible merger). Please use a different card or update to a new card number.
    Lost / Stolen This card was reported as lost or stolen. Please use a different card.
    No Account This account does not exist. Please use a different card.
    No Account / Unable To Locate This account does not exist. Please use a different card.

     

    Some Gateway Responses require you to get in touch with us. The table below covers all such instances.

    Gateway Response Payment Troubleshoot Solution Instructions
    Error applying payment. Payment has not been processed.

    An internal error occurred while processing this transaction. Please contact billing@gomotive.com.

    Error currency [840] with exponent [2] not supported by this merchant [390069] Your card is in the wrong currency. Please use a card with the same currency as your account.
    Error. The Orbital Gateway has received a badly formatted message. Field [Address verification service address] exceeded the max length of [30] An internal error occurred while processing this transaction. Please contact billing@gomotive.com.
    Invalid Amount That amount is invalid. Please contact billing@gomotive.com.
    Precondition Failed: Security Information is missing An internal error occurred while processing this transaction. Please contact billing@gomotive.com.

     

    The rest of the Gateway Responses and their solutions are covered in the table below:

    Gateway Response Payment Troubleshoot Solution Instructions
    Invalid Transaction Type Issuing bank does not accept the transaction. We apologize, please review and update your card number, expiration date, security code, and/or zip code.
    Issuer Unavailable Auth network could not reach the bank which issued the card. Motive will retry and resend for successful authorization.
    Processor Decline The card issuer has declined the transaction as the credit card number is associated with an account that does not exist. Please use a different card.
    Restraint The card has been restricted. Please contact your card issuer and/or use an alternate card.

     

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