Troubleshooting

The unique identifier of your request on our platform.

If you need our help to solve the error linked to this request, make sure to add it in your message when contacting us

Human-readable description of the global error category.

This can be both technical errors and transaction exceptions

statuserrors.httpStatusCode

3-digit error code linked to

• Standard HTTP status codes
• HTTP exceptions thrown by one of our SDKs

{
  "errorId": "8c0e1431-4c6c-4fcf-8c58-c8c083730968",
  "errors": [
    {
      "code": "9007",
      "id": "ACCESS_TO_MERCHANT_NOT_ALLOWED",
      "category": "DIRECT_PLATFORM_ERROR",
      "message": "ACCESS_TO_MERCHANT_NOT_ALLOWED",
      "httpStatusCode": 403
    }
  ],
  "status": 403
} 

{
  "errorId": "4dac7acb-70c1-4917-80cd-068833fd8da5",
  "errors": [
    {
      "errorCode": "50001130",
      "category": "DIRECT_PLATFORM_ERROR",
      "code": "1002",
      "httpStatusCode": 404,
      "id": "UNKNOWN_PAYMENT_ID",
      "message": "UNKNOWN_PAYMENT_ID",
      "propertyName": "paymentId",
      "retriable": false
    }
  ]
} 

{
  "errorId": "5298814d-ca42-4fd5-926e-ceed1b69fccc",
  "errors": [
    {
      "errorCode": "50001111",
      "category": "DIRECT_PLATFORM_ERROR",
      "code": "1008",
      "httpStatusCode": 400,
      "id": "INVALID_VALUE",
      "propertyName": "order.amountOfMoney"
    }
  ]
}

...
  "status": "REJECTED",
  "statusOutput": {
    "errors": [
      {
        "errorCode": "50001066",
        "category": "DIRECT_PLATFORM_ERROR",
        "code": "1099",
        "httpStatusCode": 400,
        "id": "INVALID_VALUE",
        "message": "INVALID_VALUE",
        "retriable": false
      }
    ],
...

Technical errors referring to unknown/invalid data provided during the request, such as

• Property values/allowed value range. Check our API reference/the "Integration" tab in the payment method guides for the correct value(s)
• Data our platform needs to process your request (i.e. hostedCheckoutId/paymentId etc.)
• API Key/Secret/PSPID sent in request do not match with the data on our platform

Check properties errors.message/errors.id for detailed information

Configure the API Key/Secret correctly and/or send the correct data in your request

1002

1003

1004

1005

You have sent an invalid paymentId for either request:

RefundPayment
GetPaymentDetails
GetHostedCheckout
CancelPayment
CapturePayment
CompletePayment

Make sure to send your request to the correct merchantId (your PSPID on our platform)/ environment

1099

1008

1007

You have sent an invalid value for one or more properties in your request. Refer to errors.propertyName to get a list of impacted properties.

Make sure to send the correct value(s)/data type/allowed range as defined in our API reference

The API Key/Secret/PSPID sent in request do not match with the data on our platform

Make sure to send the correct value(s) and/or configure the API Key/Secret correctly in your PSPID before sending new request

Your Fraud Prevention module rejected the transaction because the location of the customer is on your blacklist.

(Re-)assess which countries have the highest number of these rejections. If it is unlikely that you have genuine customers in this country, keep this country on your blacklist.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because you have a rule blocking transactions with a different IP country to card country.

(Re-)assess whether this fraud rule is too strict for your business model, leading to blocking legitimate transactions. If it is unlikely that there is a discrepancy between IP country and card country for legitimate customers, keep this setting.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because you have a rule blocking transactions with the number of countries allowed in transactional data is too high.

(Re-)assess whether this fraud rule is too strict for your business model, leading to blocking legitimate transactions.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the location of the customer is on your blacklist.

(Re-)assess in which countries you have genuine customers. If it is unlikely that you have genuine customers in this country, keep this country on your blacklist.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because your customers masked the IP's origin.

(Re-)assess whether your business model justifies allowing the use of an anonymous proxy.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the IP's origin could not be determined.

(Re-)assess whether your business model justifies allowing transactions for which your customers' country is unknown.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the IP is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions from this specific IP address (i.e. because of past fraudulent transactions related to this IP).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the BIN is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions with this specific BIN (i.e. because of past fraudulent transactions related to this BIN).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the card number is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions with this specific card number (i.e. because of past fraudulent transactions related to this card number).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the e-mail address of the customer is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions with this specific e-mail address (i.e. because of past fraudulent transactions related to this e-mail address).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the name of the customer (sent in property order.additionalinput.airlineData.passengers in your CreatePayment / CreateHostedCheckout request) is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions with this specific name (i.e. because of past fraudulent transactions related to this name).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because the cardholder name is on your blacklist.

(Re-)assess whether your business model justifies blocking transactions with this specific cardholder name (i.e. because of past fraudulent transactions related to this cardholder name).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because you have a rule blocking the number of transactions with the same email address in one day.

(Re-)assess whether your business model justifies blocking transactions from a specific e-mail address that is used multiple times in one day (i.e. because of past fraudulent transactions related to this scenario).

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

Your Fraud Prevention module rejected the transaction because they had a total risk score exceeding your acceptance threshold.

This figure is an indication that a large number of these transactions were blocked fraud attempts.

(Re-)assess whether your business model justifies less strict rules if you are concerned that you are blocking legitimate transactions.

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time.

You acquirer rejected the transaction because your MID (merchant ID) is not working properly.

Contact us and your acquirer to make sure that the MID properly set up on our side and your acquirer's side

Your customer's issuer rejected the transaction because the card

• Has expired
• Is under suspicion of fraudulent use

Make sure

• To (re-)assess whether to put this card on Fraud Prevention module blacklist
• Your customers use valid cards if you are working with the Server-to-server integration mode

Your customer's issuer rejected the transaction without disclosing a specific reason. Because of privacy data laws, issuers will provide this rejection reason for most of your declined transactions.

Make sure

• To contact your acquirer if you have disproportionately many rejections with this error code
• To (re-)assess whether these rejections could be fraudulent by consulting the rating in your Fraud Prevention module

Your customer's issuer rejected the transaction because the card

• Is wrong
• Has expired

Make sure to

• Your customers use valid cards if you are working with the Server-to-server integration mode
• To (re-)assess whether these rejections could be fraudulent, as repeatedly entering invalid card data can be considered fraud attempts. Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time

Your acquirer or your customer's issuer rejected the transaction because the card used has been reported as stolen

Make sure to put this card on Fraud Prevention module blacklist

Your customer's issuer rejected the transaction because of insufficient funds for this payment

Make sure to enable your customers to

• Select a different payment method for retrying
• Amend their shopping cart content to reduce their total. Consider contacting your customers to remind them to complete their purchase at a later time

Your customer's issuer rejected the transaction because it does not accept a corporate card for this kind of purchase

Make sure to

• Enable your customers to select a different payment method for retrying
• Consider contacting your customers to remind them to complete their purchase at a later time

Your customer's issuer rejected the transaction because the card used has been used for fraudulent transactions

Make sure to put this transaction on Fraud Prevention module blacklist. Our platform will then automatically block any other attempts matching with information associated with this fraudulent transaction

Contact us to configure your Fraud Prevention module for maximum protection and high conversion rates at the same time

Your acquirer or your customer's issuer rejected the transaction because of (security) restrictions associated with the card

Make sure to

• Enable your customers to select a different payment method for retrying
• Inform your customers about the (security) restrictions associated with the card, allowing them to lift the restrictions

Your acquirer rejected the transaction because it does not accept this card for this kind of purchase

Make sure to contact your acquirer if you have these kind of rejections on a regular base. You might be able to renegotiate your contract to lift possible acceptance restrictions

Your acquirer or your customer's issuer rejected the transaction because of a failed 3-D Secure check. This could be related to legitimate authentication failures (i.e. technical problem with your customers' device or network, missing card readers or forgotten PIN codes) or fraud attempts

Make sure to

• Implement 3-D Secure correctly if you are working with the Server-to-server integration mode
• Help your customers prepare for the 3-D Secure authentication procedure in your check out process

40001135

50001081

Your acquirer or your customer's issuer rejected the transaction because of a failed 3-D Secure check. This is because the issuer was not available to confirm the identity of the cardholder.

This error comes from the issuing bank and is out of your control. However, you can consider the following:

• Enable your customers to select a different payment method for retrying
• Consider contacting your customers to inform them about the reasons for the rejection and encourage them to complete their purchase at a later time

Your acquirer or your customer's issuer rejected the transaction because of a missing 3-D Secure check. This is because our platform could not roll out 3-D Secure

This error comes from our platform and is out of your control. However, you can consider the following:

• Enable your customers to select a different payment method for retrying
• Resubmit the transaction at a later time

Your customer's issuer rejected the transaction because you have tried to skip the 3-D Secure check using our Soft Decline mechanism. As the issuer insists on 3-D Secure, the transaction was rejected

Make sure to recover the transaction as described in our dedicated guide

Our platform rejected the transaction because of a mismatch between the brand you defined in property cardPaymentMethodSpecificInput.paymentProductId and the card number in property cardPaymentMethodSpecificInput.card.cardNumber . This error occurs exclusively when using Server-to-server integration mode

Make sure to

• Detect the brand of the card correctly/invalid card data before submitting the transaction to our platform
• Enable your customers to select a different payment method for retrying

Our platform rejected the transaction because our platform could not roll 3-D Secure check. This is because there was an technical issue with your request

Make sure to

• Implement 3-D Secure correctly if you are working with the Server-to-server integration mode
  
• Enable your customers to select a different payment method for retrying

UNKNOWN_PAYMENT_ID

UNKNOWN_REFUND_ID

UNKNOWN_PAYOUT_ID

UNKNOWN_CAPTURE_ID

You have sent an invalid value for property paymentId/payoutId for either request:

RefundPayment
GetPaymentDetails
CapturePayment

CompletePayment

GetHostedCheckout

Make sure to

• Send your request to the correct merchantId (your PSPID on our platform) / environment
• Send the paymentId in the correct format for the respective API call:
  GetHostedCheckout
  RefundPayment
  GetPaymentDetails
  CapturePayment
  CompletePayment

UNKNOWN_PRODUCT_ID

UNKNOWN_PRODUCT_GROUP_ID

UNKNOWN_PRODUCT_IDS

UNKNOWN_PRODUCT_GROUP_IDS

You have sent an invalid value for property paymentProductId / hostedCheckoutSpecificInput.paymentProductFilters in your request

Make sure to

• Send the correct value(s) as defined in our API reference and in the "Overview" tab for the individual payment methods
• Validate that the payment method is active in your account

You have sent an invalid value for one or more properties in your request (specified in property errors.propertyName)

Make sure to send the correct value(s)/data type/allowed range as defined in our API reference

You have sent a request to perform a maintenance operation that is not allowed for this specific transaction for either request

RefundPayment

CapturePayment

CompletePayment

Make sure to

• Check errors.errorCode for details what forbidden action you have tried
• Check the transaction status allows the maintenance operation you want to perform

You have sent a request with a paymentProductId referring to a payment method not active/available in your PSPID

Make sure to

• Activate it in the test environment in your PSPID
• Contact us to activate in in the live environment

You have sent a CreatePayment/CreateHostedCheckout request for a recurring payment with an invalid/non-existent token.

Make sure the token exists in the PSPID you send the request to.

You have sent a CreatePayment request with a mismatch between the brand you defined in property cardPaymentMethodSpecificInput.paymentProductId and the card number in property cardPaymentMethodSpecificInput.card.cardNumber. This error occurs exclusively when using Server-to-server integration mode

Make sure to

• Detect the brand of the card correctly/invalid card data before submitting the transaction to our platform

You have sent a RefundPayment request for a transaction that was processed with a payment method not supporting refunds

Make sure to check in the in payment product overview for the respective payment method that it does support refunds

The 3-D Secure identification for this transaction was unsuccessful

Make sure to refer to errors.errorCode for the root cause and possible actions