This article provides information about common issues and errors related to credit card payments.
Payment and top up errors can occur for several reasons: expired credit cards, low account balance, incorrect payment method details, or the payment system hasn't recognized the new card details yet, as updated card information typically needs to be included in our trust list. If this hasn't happened yet, you may encounter some of the listed billing errors below. You can reach us via chat or submit a request for customer support - please provide the billing error message to help us quickly resolve the issue.
Error messages
Contact issuer directly
These codes will require you to communicate directly with your card issuer, we will not be able to process a transaction if one of these codes is received:
| BILLING ERROR MESSAGE | ERROR REASON | DESCRIPTION |
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Refused | This is a generic refusal that has several possible causes. The card issuer has declined the transaction with no specific reason provided. |
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Fraud |
Applies to Mastercard. The transaction is refused because the card issuer suspects this payment to be fraudulent. |
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Blocked Card | The card was reported as lost. |
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Blocked Card | The card was reported as stolen. |
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Blocked Card | The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card. |
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Blocked Card | The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card. |
Card holder action required
There are also billing errors that need your attention first. You can follow the guidelines to help address and potentially resolve it.
| BILLING ERROR MESSAGE | ERROR REASON | DESCRIPTION | ACTION REQUIRED FROM THE CUSTOMER |
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Not Enough Balance |
Insufficient funds in the cardholder's account. |
Please try again after adding funds to their bank account, or use another payment method. |
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Not Enough Balance | ||
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Not Enough Balance | ||
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Declined Non Generic |
The card issuer indicated a security issue with this card. |
Use another payment method and try again after you've resolved the issue with your bank. |
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Expired Card | Applies for Visa. 3D authentication means they are not accepting the bank's authentication text like the OTP. | You must accept the email/text from your bank. Please work with your bank to authenticate the charge. |
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Expired Card | The card being used has expired. | Please correct/update the date or use another payment method. |
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Expired Card | The card being used has expired. | |
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Expired Card |
Applies to Mastercard. The transaction is refused due to invalid card data. |
Please use a different payment method and try again once you've sorted out the issue with your bank. |
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Invalid Card Number | Applies for Visa. The account is closed. Re-validate the account number for accuracy and do not reattempt with the same PAN or token. | |
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Invalid Card Number | The card issuer is unable to validate the card/account number. | Please check the card number and contact the bank to see whether the card has already been activated. |
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Restricted Card | The card issuer has restricted where the card can be used. |
Please use a different payment method and try again once you've sorted out the issue with your bank. |
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Withdrawal Amount Exceeded |
The user has exceeded their card limit. |
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Transaction Not Permitted | The card issuer does not permit the transaction on this card/account. | |
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Invalid Amount | The card issuer has declined the transaction because of an invalid format or field. This response usually occurs with Cirrus or Maestro Debit and Prepaid Cards or cards that are not allowed to make online purchases. | |
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Revocation Of Authorization | Applies for Visa. The cardholder requested to stop all recurring payment transactions. | |
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Issuer Suspected Fraud | The transaction is refused because the card issuer suspects this payment to be fraudulent. | |
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Not Supported | The card issuer does not allow this type of transaction on this card/account. | |
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Refused | Applies to Mastercard. The transaction is refused due to a policy reason. | |
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Refused | Applies to Mastercard. The transaction is refused due to invalid card data. | |
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Blocked Card | Applies for Visa. Authentication is required for the transaction. | You'll need to key in your OTP to authorize the transaction. |
If you think everything is okay on your end and have completed the 'action required from the customer' but are still having problems, feel free to submit a request for further assistance.