There are several reasons why a transaction may be declined. Typically, this occurs because the customer's credit card issuing bank did not approve the transaction. Possible reasons for a decline include insufficient funds, an account being frozen, an invalid credit card number, or an expired card. Unfortunately, the card issuer does not provide further details about the decline, so the customer will need to contact the bank for more information.
Here are some common error messages and their descriptions:
| Code | Error Message | Description |
|---|---|---|
| 03 | Invalid merchant number (03) | This may indicate a problem with your Ingenico SoftPOS account configuration. Please contact us. |
| 04 | Retain card (04) | This means the card has been reported as lost or stolen. Please contact us. |
| 05 | Declined (05) | The transaction was declined by the card issuer. This could be due to suspected fraud, insufficient funds, a stolen card, or an expired card. The customer should contact their issuing bank. |
| 06 | System error (06) | This may indicate a problem with your Ingenico SoftPOS mobile app. Please contact us. |
| 12 | Invalid transaction (12) | This often occurs when the issuer rejects the transaction. It may happen if multiple transactions for the same amount and merchant are attempted in quick succession. The cardholder should contact their issuing bank. |
| 14 | Invalid card (14) | This means the card number does not exist. Please contact us. |
| 30 | System error (30) | This may indicate a problem with your Ingenico SoftPOS mobile app. Please contact us. |
| 33 | Card expired (33) | This occurs when the card has expired. Verify the expiry date and retry the transaction. If the problem persists, ask the cardholder if they have a new card. |
| 34 | Retain card (34) | This can indicate the card has been reported as lost or stolen, or the issuer suspects fraud. Please contact us. |
If you still cannot find the reason for the decline, feel free to contact us.