Failed payments happen when credit card information is entered incorrectly or the credit card is declined.
A failed payment notification is sent to the guest and the property, and will reflect in red text under Transactions on your Owner's Login.
These payment gateway errors or credit card errors are applicable to iVeri, DPO Paygate (VCS), Direct Pay Online and Adumo Online.
Transaction errors
These are the most common reasons for payments being declined and what to do if you receive them. Please contact us if you receive any other errors we haven't listed here.
| Error Message | What the error means | What to do next |
|---|---|---|
| Denied | The transaction didn't go through for various reasons. |
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| Timeout waiting for response | There is a communication delay between the gateway and the guest's Bank |
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| Communication error | There is a communication issue between the gateway and the guest's Bank |
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| Card Blocked | No payment was deducted from the card because the it's been blocked by their bank for up to 30 days. |
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| Unknown | Various reasons |
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| Gateway: No gateway - Card Available | Property is not linked to a payment gateway |
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| System malfunction | Various reasons |
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| String index out of range: 4 | The credit card is invalid or there is no credit card number |
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| Illegal Currency (ZAR); valid values are NAD | The currency in your NightsBridge Setup does match your currency in iVeri. |
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| Gateway: 3gdirectpay - Currency not supported | The currency set on NightsBridge does not match the currency in DPO |
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Oops! No BBID has been provided. Error code: 0 |
The currency set on NightsBridge is not active on DPO. Or DPO has a Velocity control. |
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| Gateway: paygate - Merchant Does Not Accept AmericanExpress | You have not been set up with your gateway to accept Amex cards. |
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| Gateway: 3dSecure - 3dSecure Process failed (Unsuccessful 3D, but Enrolled = Y) | You do not accept the card type being used, e.g. Amex/Diners. |
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| Gateway: vcs - ~NO USERID | The payment was made with non-3D secure and you are activated to process only 3D secure payments. |
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| Gateway: 3gdirectpay - System error, please contact our support team. | This is an error with redirecting payments to DPO. |
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| iVeri error: Transactions not allowed for Inactive ApplicationID | The account on iVeri is inactive or suspended. |
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Contactless not allowed |
It could be that the merchant's payment terminal does not support contactless payments, or that the card you are using does not have contactless capabilities. It could also be that the merchant has set a limit on the amount that can be paid using contactless payments, and your transaction exceeds that limit. |
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| Invalid amount (currency conversion field overflow) | This error is most common with payment attempts made using virtual cards and typically occurs when the transaction amount falls below the set minimum amount for the card or exceeds the maximum amount. |
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| Invalid Card Holder Name | The card holder name has special characters that are not allowed on the payment gateway. |
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| Unauthorised ApplicationStatus for ApplicationID | The gateway application ID has been suspended or deactivated. |
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| Adumo Online: 3D Secure Still Needs to Be Completed | The 3D Secure authentication process has not been finalised. 3D Secure is an additional security layer for online credit and debit card transactions. The transaction cannot proceed until the cardholder completes the authentication process, which usually involves entering a password or a code sent via SMS by the card issuer. |
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| Adumo Online: Customer Selected Negative File Reason | The customer has selected a reason to decline or dispute a transaction, leading to the transaction being declined. This is often initiated by the cardholder or the issuing bank and might require further investigation or customer contact to resolve. |
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Adumo Online: Do Not Honour |
This is a generic decline message from the card issuer indicating that they will not approve the transaction. The reason is not specified, but it could be due to various factors such as suspected fraud, insufficient funds, or the card being blocked. |
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| Adumo Online: No Accounts | This error suggests that the transaction request was processed, but no associated accounts were found. This could happen if the user ID or account details provided are incorrect, or if there is an issue with the account database. It indicates that the system could not locate the necessary account information to process the transaction. | |
| Adumo Online: Not Sufficient Funds | The cardholder’s account does not have enough funds to complete the transaction. The transaction is declined because the available balance is lower than the amount being charged. |
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| Adumo Online: Payment Failed | A general error message indicating that the payment could not be processed. The failure could be due to various reasons, such as network issues, incorrect payment details, or problems with the payment gateway. Further investigation is needed to determine the exact cause. |
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| Adumo Online: Time Out | The transaction process takes too long and exceeds the allowed time limit. It could be due to network latency, slow responses from the payment gateway, or other technical delays. The transaction is usually not completed and may need to be retried. |
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Refund/Reversal errors
| Error | What the error means | What to do next |
|---|---|---|
| [255]Credit is not supported for ApplicationID | Property is not set up to process reversals. |
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| Gateway: iveri - Initial Credit not supported for PIN debit cards for acquirer NBPostilionBICISONBSouthAfrica | A Visa Debit card was used for the payment. |
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| Adumo Online: Refund Failed: Precondition Failed | This error suggests that an attempt to process a refund has failed because certain preconditions were not met. This could be due to issues like the original transaction not being found, the refund amount exceeding the original transaction amount, or a mismatch in transaction details. |
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