Payment Processing Error Codes

This article covers some of the most common transaction error codes you might see when processing payments through Saffire. For ALL error types, we provide as much information as we can for why the transaction was blocked, in the Failed Transaction Report to help you support customers experiencing issues at checkout. You can typically get more information about Type G - Gateway errors by logging into your gateway account's online admin tools, or by contacting your gateway representative.

If a cardholder is attempting an online transaction and is not able to provide specifics about the error they received, you can often find the error message on your Failed Transactions Report in Spark. For more information, please see our Failed Transaction Report article. Note that this report only contains information for online orders, not for in person transactions.

Error Code Overview

Transaction error messages will always contain three parts:

"We ran into issues processing your order" — This message will be the same no matter what kind of error the system is experiencing, so you can disregard it for the purpose of troubleshooting.
The specific error message text in red — This is the important information contained in an error message and will offer insight into the type of error you are experiencing.
The error Type — This indicates which step of the transaction the error is happening during and is also important information for troubleshooting.

Type: F errors — Fraud Prevention

Type F errors indicate the transaction was stopped because the system has detected patterns that look like fraud, so the fraud protection tools have been deployed. This either means the Saffire Fraud Protection tools or 3DS tool rules have stopped the transaction. You can check the Failed Transaction Report to see which fraud protection tool blocked the transaction.

Some known examples of Type F errors include:

"Internal error, could not get token from PAN. Please try request again"

This may indicate that the cardholder has entered an invalid card number. If the card number is verified as accurate, please contact Saffire Support for assistance.

For more information about your Saffire Fraud Prevention tools, please visit our Fraud Protection and Understanding Fraud articles.

Type: S errors — Saffire Server

Type S errors indicate server level issues. Saffire should be contacted immediately at support@saffire.com for Type S errors.

Type: D errors — Device

These errors originate on the device that is reading the card. These errors will not occur with online transactions, only in-person transactions where a card reader device is used. Please refer to our Card Reader Guide and consult the troubleshooting article for your particular card reader. Contact Saffire support for assistance.

Type: G errors — Gateway/Processor

Type G errors indicate the transaction was stopped at the Payment Gateway. This is often due to insufficient funds, CVV mismatch or address mismatch. It often relates to errors the user made typing in their payment details.

Type G errors will differ depending on the gateway/processor you are using. Please note that these errors originate outside of Saffire, so we can only guess as to their exact cause/resolution. The following should be taken as guidelines...

General Gateway Errors:

"Invalid merchant"

This may be related to a setting in Spark, please contact your Account Manager or Saffire support for assistance.

"Please retry"

Possibly due to a temporary interruption in the network connection. We recommend restarting the app and attempting the transaction again. If it is still not working, or if other devices are receiving the same error, contact your Account Manager or Saffire support.

"Txn not settled"

You need to wait until tomorrow to cancel/refund the order. The transaction has to be settled before if can be refunded.

"Violation of Law"

This error occurs when there is an issue between your payment gateway/processor and your bank. Please contact your bank directly for assistance.

"BIN Not Found"

This indicates that the BIN (Bank Identification Number) of the card being used is not recognized or is invalid. The buyer would need to try a different payment method.

Paypal Gateway Errors:

"Declined: 10069-Payment could not be completed due to a sender account issue. Please notify the user to contact PayPal Customer Support"

This indicates that Paypal has opted not to complete the transaction for internal reasons. The cardholder can contact Paypal support, but they may need to use a different credit card to complete their transaction.

"Generic processor error: 10001-internal error"

This indicates an internal error with Paypal, potentially that their processing system is down.

"Declined: 15005-This transaction cannot be processed."

This error may idicate an AVS mismatch (billing address or other information entered does not match information held on the card) or insufficient funds. Saffire will not have visibility into this issue, the cardholder may need to contact the financial institution that issued the card to verify this information.

"Object reference not set to an instance of an object"

This error comes from Paypal and can indicate an issue with a card on file. Check in Paypal Manager to see if the credit card attached to the account has expired. Contact Paypal support for further assistance.

"User Authentication Failed"

This error may indicate that there is an issue with the payment gateway credentials in Spark. Contact your account manager or Saffire support for assistance.

Magensa Gateway Errors:

Error containing Internal Server Error containing "magTranID"

This may indicate that there is an outage/high traffic at Magensa.

Authorize.net Gateway Errors:

"An error occurred during processing. Please try again."

This may indicate that there is an outage/high traffic at Authorize.net.

"The Global Payment System identification numbers are incorrect."

This may indicate that your gateway credentials need to be updated in Spark. Contact your Account Manager or Saffire support for assistance.

"The merchant login ID or password is invalid or the account is inactive."

This may indicate that your gateway credentials need to be updated in Spark. Contact your Account Manager or Saffire support for assistance.

"The referenced transaction does not meet the criteria for issuing a credit"

This Authorize.net error occurs when you’re trying to issue a refund for a payment made in the past 24 hours OR over 180 days. If the former, wait the full 24 hour period and submit the refund again. This is likely to be seen after viewing the 'partial refund' warning in order management and then choosing to continue with the process.

"This transaction has been declined" - This could be one of several things.

If the customer was using AMEX, it's likely the Merchant Service Provider (MSP) is not allowing AMEX transactions. Contact your MSP for assistance.
It may be a declined card due to lack of funds in the attached account. The customer will need to use a different card.
It may be due to a velocity filter. Both the Daily and Hourly Velocity Filters need to be unchecked in the AuthNet Fraud Detection Suite. Refer to this article to correct the setup.
It may be due to AVS settings which are configured incorrectly. Refer to this article to check your settings.
If it is a repetitive error on multiple devices, there may be an issue with the AuthNet platform. Check https://status.authorize.net/.
It may be due to an issue with your payment gateway setup in Spark. Contact your Account Manager or Saffire support for assistance.

"The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder" - This could be one of several things.

it may be due to AVS settings which are configured incorrectly. Refer to this article to check your settings.
The customer may have submitted a typo with their card info.
There may be another cause for this error, contact Authorize.net for more information.

"This account has not been give the permission(s) required for this request'

This error may indicate that a "User Login ID" and not an "API Login ID" is being used to integrate Authorize.net in Spark. Please contact your Account Manager or Saffire support and provide your 'API login ID' and 'transaction key' to allow us to update your gateway credentials.

"Track 1 data is not in a valid format"

This may indicate an issue with the Authorize.net CVV filter or it could be an issue with the card reader you are using to run the transaction. If using Authorize.net, ensure the CVV settings match those shown on this page. If this does not allow you to complete a transaction, contact your Account Manager or Saffire support for further help troubleshooting.

"Transactions of this market type cannot be processed on this system"

The server is not configured to process the product type derived from the market type of this transaction. To set up your system correctly to support card not present transactions, you will need to contact Authorize.Net.

"Your order has been received. Thank you for your business!"

This is a recognized message referring to the Authorize.net Velocity Filter settings. Both the Daily and Hourly Velocity Filters need to be unchecked in the AuthNet Fraud Detection Suite. Refer to this article to correct the setup.

Card Connect Gateway Errors:

"EMV data not authorized"

This is a recognized message referring to the CardConnect account setup. EMV (chip card readers) are not currently authorized on the account. The client needs to contact their CardConnect agent to have them activate EMV on the account.

Stripe Gateway Errors:

"Sending credit card numbers directly to the Stripe API is generally unsafe."

You will need to contact Stripe support to enable Raw Card Data API transactions. Stripe will request PCI documentation from Saffire in order to enable. Once enabled, third-party sales should be effective immediately.