Payment error message at checkout

Last updated 2020-08-28 14:31:04 +0100

This Instant Answer will tell you what to do when you receive an error message whilst trying to purchase a subscription.


Symptoms

Red errors messages are displayed after clicking on the blue ‘Pay Now’ button.

Cause

When purchasing a subscription, our payment platform will perform checks to validate the details that you have entered. If any details are incorrect or incompatible with the payment methods that we can accept, it will display an error message. An error will also be shown if the details are correct but the transaction is declined by your bank.

Resolution

Step 1. First of all, double-check that details you have entered are correct. 

Step 2. Ensure that the payment page is recognising your correct location and providing pricing information in the right currency, this can occur if you are using a VPN or Incognito/Private Browsing mode.

Step 3. View the resolutions for the payment errors below, each solution will differ depending on the error message displayed.

Payment Error 1: Transaction Declined 12 - Invalid Transaction Type


This means that you have entered a card type that we cannot accept. Our payment platform can accept Visa Debit/Credit Card, Mastercards and PayPal payments. As you are setting up a payment plan, the account that your card is linked to must allow recurring payments, else the payment will fail. If you are not sure if your card allows recurring payments, please check with your bank.

Payment Error 2: Unfortunately your subscription has not been successful, please contact our sales team for assistance.


This means that the payment attempt has failed and you will need to contact your bank or card issuer to authorise the transaction. Once the bank has authorised you to make the payment please reattempt to process a payment again.

Payment Error 3: Error, we are unable to find the pricing for your region.

This means that there is a mismatch between ‘State’ that you have selected and the zip code that you have entered. Matching the correct address information will rectify this issue.

If you are still unable to purchase a subscription after following these steps, please raise a support ticket but do not include your full card details in this correspondence. For security, we will not ask for your full card number at any point.

Payment Error 4: Transaction Declined 05 - Do Not Honor 

This means that the card provider will not validate the transaction. You will need to contact your card provider to authorise the transaction. Once authorised, you can reattempt to process a payment again.

Payment Error 5: Transaction Declined 89 - Credit Floor

This means that the transaction has been declined by the card issuer as the card has reached its credit limit. You will need to contact your card provider to resolve the issue or try an alternative payment method. 

If you are still unable to purchase a subscription after following these steps, please raise a support ticket but do not include your full card details in this correspondence. For security, we will not ask for your full card number at any point.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.