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) and Direct Pay 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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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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