Why did I get result code 13?

This referral transaction requires approval via voice authorisation by contacting your merchant bank and submitting a voice (TRXTYPE=F) transaction.

The following reasons can produce result code 13:

• The cardholder's bank has refused the transaction because a voice referral is being issued. This is equivalent to a "Call Centre" response.
• Merchants using TSYS: An incorrect Postcode is on record at the processor or at PayPal.
• Some transactions can't be authorised over the internet (for example, high dollar amounts) and require manual authorisation.

If you get this error message, try to resolve it using one of the following methods:

Transaction declined

Typically, you request a voice authorisation from a card-issuing bank when you receive a referral error message. This error message indicates that the card issuer is requesting direct contact with you to authorise the sale. Have your merchant account information (Merchant ID, etc.), the credit card number, expiry date, and the amount available before contacting the bank.

• For Mastercard and Visa, see your monthly statement for the toll-free authorisation phone number or contact the customer service department of your merchant bank.
• For American Express, Discover and Diners Authorisation Only/Authorisation Deposit, contact their authorisation centre.
• If the credit card number isn't available, contact the cardholder to get it.
  
  

If the bank approves the transaction, they’ll give you a voice authorisation code. You can enter it online using the Virtual Terminal within PayPal Manager. Here's how:

1. Log in to PayPal Manager.
2. Click Virtual Terminal.
3. Click Single Transaction.
4. In Step 1, set the following values:
   • Tender Type - Credit Card.
   • Transaction Type - Voice Authorisation.
   • Credit Card Number - The whole credit card number, using no spaces or dashes.
   • Voice Authorisation Number - The six-digit voice authorisation code.
   • Transaction Mode - Live.
5. Click Submit.
6. In Step 2, complete additional transaction details, including the expiry date and approved dollar amount.
7. Click Submit.

You should then receive an approval message on the next screen indicating that the transaction has been completed.

You can also submit Voice Authorisation transactions via API by including the AUTHCODE in your request. Below is an example of a Voice Authorisation request parameter string:

TRXTYPE=F&TENDER=C&PARTNER=PayPal&VENDOR=SuperMerchant&USER=SuperMerchant&PWD=x1y2z3&AUTHCODE=AB3456&ACCT=5555555555554444&EXPDATE=1215&AMT=123.00&VERBOSITY=HIGH

Note: Voice authorisations are immediate sales, settled with the current batch. No additional capture is needed.

Note: Voice authorisations aren't available when processing through PayPal.

TSYS - Incorrect Postcode

If your processor is TSYS, contact your merchant bank to verify your Postcode on file with TSYS. After confirming this information, contact Payflow Support and ask to have your TSYS information updated.

Transaction requires manual authorisation

Follow your organisation's procedures for handling such transactions.

See also:
RESULT Values and RESPMSG Text