Common Error Messages
Coming soon
Credit card and direct debit transactions within the UK are not yet available.
Payments
The following table lists common errors you may encounter when using the Make Payment, Authorize Payment, Refund, and other payment-related API calls.
| Error message | Description |
|---|---|
| Account must belong to the user | You’ve entered a bank or card account number that is not associated with the buyer. |
| Account ID: invalid format | You’ve entered a bank or card account number in a format that our system does not recognise. |
| Payment is already made for | You are trying to pay for an item that is already paid for. |
| Action is invalid, state transition invalid | You are trying to pay for an item that could already be fully paid for, be in a payment pending state, be in a payment held state due to suspected fraudulent activity, or have previously been refunded. |
| “id”: [“invalid”] | You’ve entered an incorrect item ID, or an invalid bank or card account number. |
| ID has already been taken | You've entered an existing ID. |
| Credit card payment failed: Invalid billing descriptor | A credit card payment could not be processed due to how your platform is configured to display Soft Descriptors. This error may appear on US-based platforms. |
| Credit card authorization failed: MW - 068:Card Not Accepted | The card is a credit card account. |
| Credit card payment failed: Do Not Honor | The credit card used for this transaction could have temporary or permanent restrictions placed on it by the issuing bank, have been blocked due to suspected fraudulent activity, or have insufficient funds. Please refer the buyer to their issuing bank. |
| Credit card payment failed: Refer to Card Issuer | The credit card used for this transaction is either expired or flagged as lost or stolen by the issuing bank. Please refer the buyer to their issuing bank. |
| Credit card authorization failed: Unable to communicate with the payment system | There is a problem communicating with the payment gateway used for this transaction. The transaction may be attempted again after a few minutes. |
| Credit card authorization failed: The payment gateway is currently unavailable. | The payment gateway used for this transaction is out of service or inaccessible at this time. The transaction may be attempted again after a few minutes. |
| Credit card authorization failed: Refer to card issuer | The credit card used for this transaction could have been blocked due to suspected fraudulent activity or be expired or flagged as lost or stolen by the issuing bank. Please refer the buyer back to their issuing bank. |
| Credit card authorization failed: Unable to process the purchase transaction | The credit card used to fund this transaction has been denied. Please refer the buyer to their issuing bank. |
| Credit card authorization failed: Transaction amount [YYYYY.YY] exceeded limit of [XXXXX.XX]. | The credit card transaction was declined due to a transaction limit imposed on the payment gateway. |
| Credit card refund failed: Stolen card, pick up | The credit card refund failed because the card was reported stolen. Please reach out to the cardholder and coordinate with Zai to make the refund. |
| User currently held and not permitted to actively transact | The buyer’s account is currently held due to suspicious activity. |
| You cannot pay via direct debit without authority | The buyer has not provided a direct debit authority associated with the bank account. |
| You cannot transact across different currencies | Your platform is not configured to support the currency in use. |
| You cannot pay by credit card for this transaction. | Your platform did not allow the credit card payment which could have been due to a payment restriction in place which limits or disallows credit card payments, or an underwriting threshold in place for the buyer. |
| You cannot pay by direct debit for this transaction. | Your platform did not allow the direct debit payment which could have been due to a payment restriction in place which limits or disallows direct debit payments, or an underwriting threshold in place for the buyer. |
| You cannot pay by digital wallet for this transaction. | Your platform did not allow the digital wallet payment which could have been due to a payment restriction in place which limits or disallows digital wallet payments, or an underwriting threshold in place for the buyer. |
| You cannot pay by wire transfer for this transaction. | Your platform did not allow the wire transfer payment which could have been due to a payment restriction in place which limits or disallows wire transfer payments, or an underwriting threshold in place for the buyer. |
| Error processing credit card. If this error persists, please contact our support team. | The credit card used to fund this transaction does not have enough available funds. |
| Action not available for items with completed state | Your platform is not configured to allow refunds for items that have been fully paid and delivered. |
| Partial refunds are not allowed. | Your platform is not configured to allow partial refunds. |
BPay Account and Bill Payment (Australia)
| Error message | Description |
|---|---|
| BPAY Biller code is not valid. Please check your entry and try again. | The BPAY biller code provided cannot be verified against the list of registered billers. |
| Customer Reference Number you have entered is not valid. Please check your entry and try again. | The BPAY biller does not allow the Customer Reference Number you have provided. |
| Amount entered is less than the minimum amount accepted by the Biller. Please enter a higher amount and try again. | The BPAY biller has set a minimum amount for this Customer Reference Number and the payment amount you specified is below that amount. |
| Amount entered is more than the maximum amount accepted by the Biller. Please enter a lower amount and try again. | The BPAY biller has set a maximum amount for this Customer Reference Number and the payment amount you specified is higher that amount. |
| Amount is not accepted by the Biller. Please enter a different amount and try again. | The amount is not a valid amount accepted by the biller for the supplied Customer Reference Number. |
| Unexpected error encountered while processing your request. Please contact support | An error occurred processing your request. Please contact support providing this reference: {correlation ID} |
Cards (Australia)
Card Schemes have set rules and associated penalties to encourage appropriate handling of card transaction response codes. The following tables outline two categories of card transactions related to ‘Decline’ Response Codes. Transactions that result in a Category 1 response code MUST NOT be reattempted with the same card details. Similarly, a Category 2 Response Code indicates that reattempts are permitted, but ONLY up to a maximum of 15 times over a rolling 30 day period. Important: failure to adhere may result in a scheme imposed penalty fee - which will be passed through to your business. Note, unlike the Response Code, the Provider Messages listed in the tables below are not always unique, so any workflow logic you use in your application design should reference the Response Code.
Category 1: Do not reattempt with the same card details
This table provides a list of Category 1 Response Codes. Transactions that result in these MUST NOT be reattempted with the same card details.
| Provider Error Code | Provider Message | Recommended Action |
|---|---|---|
| 04 | Payment has been declined | The payment has been declined. Please request the cardholder to contact their bank. |
| 07 | Payment has been declined | The payment has been declined due to the card being reported as stolen or lost. Please request the cardholder to contact their bank. |
| 12 | Invalid Transaction | There are invalid or missing information. Please re-check the data fields before re-submitting another payment request. |
| 14 | Invalid card number (no such number) | The cardholder’s bank has declined the transaction because of an incorrectly entered card number or a number that doesn’t exist. Please request for the cardholder to check the card details and retry. |
| 15 | Payment has been declined | The card information is incorrect. Please request for the cardholder to check the card details and retry. |
| 41 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 43 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 57 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
Category 2: Limit reattempts to 15 times over a rolling 30 day period
This table provides a list of Category 2 Response Codes. Transactions that result in a Category 2 Response Code indicate that a reattempt is permitted, but ONLY up to a maximum of 15 times over a rolling 30 day period. Note, please consider the Recommended Action for each specific Response Code before reattempting the transaction.
| Provider Error Code | Provider Error Message | Recommended Action |
|---|---|---|
| 01 | Refer to card issuer | The payment has been declined. Please request the cardholder to contact their bank. |
| 02 | Refer to card issuer | The payment has been declined. Please request the cardholder to contact their bank. |
| 03 | Invalid Merchant | This error indicates that your merchant details are incorrect or your merchant facility is non-functional. |
| 05 | Payment has been declined | The payment has been declined. Please request the cardholder to contact their bank. |
| 06 | Error | The payment has been declined. Please request the cardholder to contact their bank. |
| 13 | Invalid amount | There is invalid or missing information. Please re-check the data fields before re-submitting another payment request. |
| 19 | The payment has not been processed. Please retry. | The payment has not been processed. Please request the cardholder to retry the payment request. |
| 21 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 25 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 30 | Format Error | This error indicates that your merchant details are incorrect or your merchant facility is non-functional. |
| 31 | Bank not supported | The cardholder’s bank is not recognised. Please request for the cardholder to use a different card. |
| 33 | Expired card | The card has expired. Please request the cardholder to use a different card. |
| 34 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 36 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 37 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 39 | No credit account | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 40 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 42 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 44 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 51 | Insufficient Funds | There are insufficient funds in the account. Please request for the cardholder to contact their bank or to use a different card. |
| 52 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 53 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 54 | Expired card | The card has expired. Please request the cardholder to use a different card. |
| 55 | Incorrect PIN | There is invalid or missing information. Please re-check the data fields before re-submitting another payment request. |
| 56 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 58 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 59 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 60 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 61 | Exceeds withdrawal amount limits | The cardholder’s bank has declined the transaction as it will exceed the cardholder’s card limit. |
| 62 | Restricted Card | The card is invalid in this region or country. Please request the cardholder to use a different card. |
| 64 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 65 | Exceeds withdrawal frequency limit | Exceeds withdrawal frequency limit. Please request the cardholder to use a different card. |
| 81 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 90 | Payment has been declined | The cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank. |
| 93 | Payment has been declined | The payment has not been processed. Please request the cardholder to retry the payment request. |
| 94 | Duplicate transmission | A duplicate payment has been detected. |
Users
The following table lists common errors you may encounter when using the Create User, Create Bank Account, Create Card Account, and other user account-related API calls.
| Error message | Description |
|---|---|
| user: [ must have firstname, lastname, dob, email, government_number ] | The information you’ve entered for creating a user is incomplete. Specific fields are required for KYC. |
| user_id: [ required field missing ] | You are trying to create a bank or card account without a user associated with it. |
Virtual Accounts (Australia)
The following table lists common errors you may encounter when using virtual accounts-related API calls.
| Error message | Description |
|---|---|
| virtual_accounts: [Feature not available] | The virtual accounts feature is not enabled for your platform. Please contact the Zai support team to enable this for your platform. |
| invalid format for url param: id | The wallet account ID provided in the URL should be in UUID format. |
| Invalid or missing authorisation token | The auth token is either missing or invalid in the request header. |
| Wallet Account does not exist | In order to create or list a virtual account for a given wallet, the wallet account ID provided in the request must exist. |
| Provided wallet_account_id is already associated with an active or pending activation virtual account | This wallet is already associated with an existing, active, or pending activation virtual account. As a result, another virtual account for that wallet ID cannot be created. |
| An error occurred processing your request. Please try again. | Some internal error has occurred while creating/listing a virtual account. Please try again or contact the Zai support. |
PayIDs (Australia)
The following table lists common errors you may encounter when using PayID related API calls.
| Error message | Description |
|---|---|
| payid_per_user: [Feature not available] | The PayID per user feature is not enabled for your platform. Please contact the Zai support team to enable this for your platform. |
| Invalid or missing authorisation token | The auth token is either missing or invalid in the request header. |
| pay_id should be a valid email address | The email address provided as the PayID value is not an expected email ID format. |
| Invalid domain/sub-domain | The domain/sub-domain for the provided email address should be the same as valid platform domains/sub-domains registered with us. Please contact the Zai support team if the list of valid domains/sub-domains for your platform needs to be updated. |
| Invalid format for url param: id | The PayID identifier provided in the URL should be in UUID format. |
| Virtual Account does not exist | The virtual account ID provided in the request (PayID registration) does not exist with us. |
| PayID does not exist | The PayID identifier provided in the request (PayID de-registration/Get PayID details) does not exist with us. |
| Virtual account must be active to register payid | PayIDs can be registered with active virtual accounts only. Please ensure the virtual account associated with your user's wallet is active. |
| An update for this PayID is already in progress. Please try again later. | A status update for the provided PayID is already in progress. Please send another status update request after some time. |
| An error occurred processing your request. Please try again. | Some internal error has occurred while registering/de-registering/retrieving the PayID for a user. Please try again or contact Zai support. |
Transaction Supplementary Data (Australia)
The following table lists common errors you may encounter when fetching additional data for a successful transaction
| Error Message | Description |
|---|---|
| Invalid format for url param: id | The transaction ID provided in the URL should be in UUID format. |
| Invalid or missing authorisation token | The auth token is either missing or invalid in the request header. |
| Transaction data not found | The transaction ID provided in the request does not exist at our end. Please provide a valid transaction ID. |
| An error occurred processing your request. Please try again. | Some internal error has occurred while fetching transaction data. Please try again or contact Zai support. |
Updated about 2 years ago