Credit card declines are common when accepting electronic payments, but they can be confusing due to the large number of decline codes and industry-specific terms. This guide groups common decline codes and provides next steps to help you handle them efficiently in Docket.
Work with the Customer to Get Correct or Alternative Card Information
These errors are usually caused by incorrect card details. Contact the customer to confirm the card information. If the error persists, request a different card.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Invalid account number (RPCT - 131) | The card number is incorrect or doesn’t exist. Could be a typo or outdated card information. | Confirm the card number with the customer. If incorrect, update the details. |
| New account information (RPCT - 503) | Similar to "Invalid account number"—the card details may be outdated or incorrect. | Ask the customer to verify and update their card details. |
| Bad card check digit (PPS - 13) | The CVV (card security code) is incorrect. | Have the customer provide the correct CVV. |
| CVV2 Declined (RPCT - 517) | The CVV is incorrect. | Ask the customer for the correct CVV or use a different card. |
Work with the Customer to Use a Different Card
These declines occur for various reasons, including insufficient funds, transaction limits, or unsupported card types. In most cases, using a different card is the best option.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Not sufficient funds (RPCT - 116) | The transaction exceeds the available balance on the card. | Request an alternative payment method. |
| Expired card (RPCT - 101) | The card has expired, or a new one has been issued. | Ask the customer to provide a valid, updated card. |
| Invalid issuer (RPCT - 941) | The account is closed, or the issuer has blocked the card. | Request a different card. |
| Retry with 3DS (RPCT - 531) | The card requires 3D Secure authentication, which isn't supported. | Ask for another card. |
| Exceeds withdrawal amount (RPCT - 121) | The transaction exceeds the card’s limit. | Request another card or a different payment method. |
| Service not allowed (RPCT - 512) | The card type (e.g., purchasing card) is not supported by your business. | Ask for another card. |
| Invalid card (PPS - 11) | The card has been closed, deactivated, or has incorrect details. | Confirm details with the customer or request a new card. |
| Invalid token (PPS - 98) | The encrypted card details are incorrect or didn’t save properly. | Try re-entering the card details or use a different card. |
Have the Customer Contact Their Bank
These declines originate from the bank, and the customer must contact their bank to resolve the issue.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Decline (RPCT - 500) | A general decline with no details provided. | Have the customer call their bank. |
| Transaction not permitted to cardholder (RPCT - 119) | The cardholder attempted a transaction their card does not allow. | The customer needs to check with their bank. |
| Restricted card (RPCT - 104) | The bank has temporarily or permanently restricted access to the card. | Ask the customer to contact their bank. |
| Invalid transaction (RPCT - 902) | The bank rejected the transaction, often due to multiple similar charges. | Have the customer check with their bank. |
Do Not Try Again
These errors indicate that retrying will not work. The customer must contact their bank.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Do not try again (RPCT - 504) | A generic decline from the bank. | The customer must contact their bank for details. |
Retry the Transaction Later
These errors are usually due to temporary system issues and may be resolved by retrying later.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Please retry (RPCT - 505) | The transaction timed out. | Try again later. If it fails again, use a different card. |
| Profile not found (PPS - 96) | The issuer is experiencing processing issues. | Retry later or use a different card. |
| Please retry (RPCT - 516) | The issuer timed out. | Wait and try again later. |
Contact Docket Support
If you receive the following error, contact Docket Support.
| Decline Code | Meaning | Next Steps |
|---|---|---|
| Invalid merchant (RPCT - 109) | Your merchant account details are incorrect or outdated. | Contact Docket Support for assistance. |
Need Help?
If you receive a decline code not listed here, contact our Docket Support Team. We’ll provide guidance and update this guide as needed.