Resolving Transaction Errors

Topic

Transactions

For

Front Office Team

Read Time

~4 minutes

When running cards in your Smile Advantage dashboard, you may occasionally encounter transaction errors. This guide will help you identify common error codes, understand what they mean, and walk through the steps to resolve them. Most declines come from the cardholder’s bank, so the patient will often need to contact their bank or use a different payment method.

Understanding error codes in your dashboard

Error or decline code	What it means and what to do
Invalid Merchant ID	This usually points to a merchant configuration or processor setup issue rather than the patient’s card. If you encounter it, let Smile Advantage Support know so we can check the configuration. You can also try the transaction again or use an alternative card while it is looked into.
The transaction was declined by the processor	The patient’s bank is unwilling to accept the transaction. The reasons can vary, so the patient will need to contact their bank for more details.
Do not honor	The patient’s bank is unwilling to accept the transaction. The patient will need to contact their bank for more details regarding this decline.
Insufficient funds	The account did not have sufficient funds to cover the transaction amount at the time of the transaction.
Over limit	The transaction exceeds the withdrawal limit of the account. The patient will need to contact their bank to change the account limits or use a different payment method.
Transaction not allowed	The patient’s bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. The patient will need to contact their bank or use a different payment method.
Incorrect payment information	There was an error in the payment details provided. The patient should verify the details and try again.
No such card issuer	The submitted card number does not correlate to an existing card-issuing bank, or there is a connectivity error with the issuer. The patient will need to contact their bank for more information.
No card number on file with issuer	The submitted card number is not on file with the card-issuing bank. The patient will need to contact their bank.
Expired card	The card is expired. The patient will need to use a different payment method.
Invalid expiration date	The patient entered an invalid payment method or made a typo in the card expiration date. Have the patient correct their payment information and try again. If the decline persists, they will need to contact their bank.
Invalid card security code	The patient entered an invalid security code or made a typo. Have the patient try again. If the decline persists, the patient will need to contact their bank.
Invalid PIN	Can mean an invalid or missing PIN. Some cards are set to always require a PIN.
Call issuer for further information	The merchant or patient needs to contact the card-issuing bank for more details about the decline.
Pick up card	The card has been reported as lost or stolen by the cardholder, and the issuing bank has asked merchants to keep the card and call the number on the back. As an online merchant, you do not have the physical card and cannot complete this request, so obtain a different payment method from the patient.
Lost card	The card used has likely been reported as lost. The patient will need to contact their bank for more information.
Stolen card	The card used has likely been reported as stolen. The patient will need to contact their bank for more information.
Fraudulent card	The patient’s bank suspects fraud. The patient will need to contact their bank for more information.
Declined with further instructions available (see response text)	The transaction was declined, but additional instructions are provided in the response text. Refer to those instructions for the next steps.
Declined - Stop all recurring payments	All recurring payments associated with the card should be stopped.
Declined - Stop this recurring program	This specific recurring payment program or subscription associated with the card should be halted.
Declined - Update cardholder data available	The submitted card has expired or been reported lost, and a new card has been issued. Reach out to your patient to obtain updated card information.
Declined - Retry in a few days	The transaction was declined, but the patient or merchant is advised to retry in a few days.