How to resolve card payment errors

Below are some of the most common card payment errors, with solutions to help you resolve them.

Common card errors

Processor Declined

This means the payment processor has rejected the transaction. This can happen for various reasons, including incorrect card information or a mismatch with the cardholder's details.

Solution: Double-check the card details entered for accuracy. If the issue persists, contact your bank to ensure there are no security concerns or restrictions on your card. Check the back of the card to see which telephone number to call for help.

Insufficient Funds

This means the transaction was declined because there are not enough funds available in your account to cover the amount requested.

Solution: Add funds to your account or use a different payment method with sufficient funds to complete the transaction. You can add multiple cards to your Sirv account, so if one card keeps failing, another can be used. You can also click the "Pay now" link next to the outstanding invoice in your account to make payment immediately.

Call Issuer. Pick Up Card

This means your card issuer wants you to contact them because they are concerned about your card or your account. They might just have a query about a previous transaction or they might have detected fraud, a lost card or a stolen card.

Solution: Call your bank immediately using the phone number on the back of the card. Tell your bank that the card is being declined and they will help you resolve the issue. They might be able to reactivate your card or they may issue you with a new one.

Issuer or Cardholder has put a restriction on the card

This means either the card issuer or the cardholder has placed restrictions on the use of this card, preventing the transaction from being processed.

Solution: If you are not the cardholder, ask the cardholder to lift any restrictions on the card. For example, they might have frozen the card temporarily so that it cannot be used or they may have set a spending cap on the card. Alternatively, you can add a different card to your Sirv account.

Expired Card

This means the card used for this transaction has expired.

Solution: Use a different card with a valid expiry date or renew your current card with your bank to continue using it for transactions.

Closed Card

This means the card used for this transaction has been closed by the cardholder or the issuer.

Solution: If your card has been replaced, your old card details are still registered in your Sirv account. Go to your Sirv account and update your card details. Alternatively, call your card issuer using the number on the back of your card, to ask them how to resolve the issue with your closed card. We also recommend adding a different card to your Sirv account.

Invalid Transaction

This means the transaction does not meet the criteria set by the card issuer or the payment processor. This is a generic error message and could be shown for many reasons.

Solution: Call your card issuer using the phone number on the back of your card. Alternatively, try to make payment with a different card in your Sirv account.

Transaction Not Allowed

This means the card issuer has declined this transaction as it is not permitted based on the type of card or for a recurring software subscription.

Solution: Add a different card to your Sirv account. Alternatively, call your bank to ask why this restriction exists on your card and ask them to permit payments to Sirv.

Card Not Activated

This means the card used for this transaction has not been activated for use. This error normally shows if your card has recently been replaced and the new card has not yet been activated.

Solution: Activate your card with the card issuer by following their activation process. Normally this is done via your card issuers website or mobile app or by calling the phone number provided by the card issuer. Sometimes activation must be performed by putting the card into an ATM and entering the PIN.

Do Not Honor

This means the card issuer has chosen not to authorize this transaction. There are many possible reasons, perhaps an overdue payment, suspected fraud or security concerns.

Solution: Call your card issuer using the phone number shown on the back of your card. Talk to them to address any concerns regarding the transaction and ask the that authorize payments to Sirv in future. Alternatively, register a second card in your Sirv account and make payment with that card.

Declined - Call Issuer

This means the card issuer has declined this transaction and asks you to phone them for further information or assistance.

Solution: Call your bank immediately using the phone number on the back of your card. Ask your issuer for the specific reason why the payment was declined and follow their instructions to resolve the issue. Alternatively, register a new card in your Sirv account.

Processor Declined – Fraud Suspected

This means the card issuer has declined this transaction due to suspected fraudulent activity associated with the card or the transaction details. The suspected fraud most likely happened recently and you won't be able to use the card until you have spoken with your bank to confirm which transactions were legitimate.

Solution: Call your bank using the phone numnber on the back of your card. They will tell you which transactions were blocked as fraud, so that you can review them. After you have told them that the Sirv payment is legitimate, you can click the "Pay now" option in your Sirv account to make immediate payment. Alternatively, register a secondary card in your Sirv account.

Invalid Amount

This means the amount requested for this transaction is invalid or exceeds the limits set by the card issuer. You may have reached the maximum amount of credit on your card or you may have a voluntary cap on transation amount.

Solution: We recommend that... Identify what spending cap or transaction limit you have on your card. Ask your card issuer to increase the limit, then use the "Pay now" option in your Sirv account to try again. Alternatively, register another card in your Sirv account.

Automatic retries

Sirv will keep trying to charge your card either daily or weekly, until payment has been received. If processing fails for 7, 14 or 21 days, email notifications will be sent to users with the Owner and Billing roles.

Additional cards

We recommend adding a second card to your account, to be charged in case your primary card fails for a prolonged period. This will help protect your account from becoming locked after a period of 30 days without successful payment.

Add additional cards on the Billing page of your Sirv account.

Get help from Sirv

If you'd like help from the Sirv team, please contact us via your Sirv account.