| 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| Invalid Institution Code | The institution is no longer valid (i.e. possible merger).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. |
Related Content
- How to Cancel Payment
- How to get a report of payments?
- How to view your Motive Card payments
- How to update billing payment method
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