Common Error Messages

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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 messageDescription
Account must belong to the userYou’ve entered a bank or card account number that is not associated with the buyer.
Account ID: invalid formatYou’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 invalidYou 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 takenYou've entered an existing ID.
Credit card payment failed: Invalid billing descriptorA 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 AcceptedThe card is a credit card account.
Credit card payment failed: Do Not HonorThe 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 IssuerThe 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 systemThere 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 issuerThe 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 transactionThe 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 upThe 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 transactThe buyer’s account is currently held due to suspicious activity.
You cannot pay via direct debit without authorityThe buyer has not provided a direct debit authority associated with the bank account.
You cannot transact across different currenciesYour 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 stateYour 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 messageDescription
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 supportAn 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 CodeProvider MessageRecommended Action
04Payment has been declinedThe payment has been declined. Please request the cardholder to contact their bank.
07Payment has been declinedThe payment has been declined due to the card being reported as stolen or lost. Please request the cardholder to contact their bank.
12Invalid TransactionThere are invalid or missing information. Please re-check the data fields before re-submitting another payment request.
14Invalid 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.
15Payment has been declinedThe card information is incorrect. Please request for the cardholder to check the card details and retry.
41Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
43Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
57Payment has been declinedThe 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 CodeProvider Error MessageRecommended Action
01Refer to card issuerThe payment has been declined. Please request the cardholder to contact their bank.
02Refer to card issuerThe payment has been declined. Please request the cardholder to contact their bank.
03Invalid MerchantThis error indicates that your merchant details are incorrect or your merchant facility is non-functional.
05Payment has been declinedThe payment has been declined. Please request the cardholder to contact their bank.
06ErrorThe payment has been declined. Please request the cardholder to contact their bank.
13Invalid amountThere is invalid or missing information. Please re-check the data fields before re-submitting another payment request.
19The payment has not been processed. Please retry.The payment has not been processed. Please request the cardholder to retry the payment request.
21Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
25Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
30Format ErrorThis error indicates that your merchant details are incorrect or your merchant facility is non-functional.
31Bank not supportedThe cardholder’s bank is not recognised. Please request for the cardholder to use a different card.
33Expired cardThe card has expired. Please request the cardholder to use a different card.
34Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
36Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
37Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
39No credit accountThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
40Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
42Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
44Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
51Insufficient FundsThere are insufficient funds in the account. Please request for the cardholder to contact their bank or to use a different card.
52Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
53Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
54Expired cardThe card has expired. Please request the cardholder to use a different card.
55Incorrect PINThere is invalid or missing information. Please re-check the data fields before re-submitting another payment request.
56Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
58Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
59Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
60Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
61Exceeds withdrawal amount limitsThe cardholder’s bank has declined the transaction as it will exceed the cardholder’s card limit.
62Restricted CardThe card is invalid in this region or country. Please request the cardholder to use a different card.
64Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
65Exceeds withdrawal frequency limitExceeds withdrawal frequency limit. Please request the cardholder to use a different card.
81Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
90Payment has been declinedThe cardholder’s bank has indicated there is a problem with the card. Please request for the cardholder to contact their bank.
93Payment has been declinedThe payment has not been processed. Please request the cardholder to retry the payment request.
94Duplicate transmissionA 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 messageDescription
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 messageDescription
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: idThe wallet account ID provided in the URL should be in UUID format.
Invalid or missing authorisation tokenThe auth token is either missing or invalid in the request header.
Wallet Account does not existIn 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 accountThis 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 messageDescription
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 tokenThe auth token is either missing or invalid in the request header.
pay_id should be a valid email addressThe email address provided as the PayID value is not an expected email ID format.
Invalid domain/sub-domainThe 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: idThe PayID identifier provided in the URL should be in UUID format.
Virtual Account does not existThe virtual account ID provided in the request (PayID registration) does not exist with us.
PayID does not existThe PayID identifier provided in the request (PayID de-registration/Get PayID details) does not exist with us.
Virtual account must be active to register payidPayIDs 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 MessageDescription
Invalid format for url param: idThe transaction ID provided in the URL should be in UUID format.
Invalid or missing authorisation tokenThe auth token is either missing or invalid in the request header.
Transaction data not foundThe 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.