Declines

A processor decline indicates that the customer's bank has refused the transaction request. Sometimes you can tell why it was declined by reading the response code, but only the customer's bank can confirm the specific reason. Here are a few of the most common ones:

  • Incorrect credit card number or expiration date
  • Insufficient funds
  • Some banks will reject charges based on location
  • Some banks will reject charges based on their own fraud rules

An acceptable decline ratio is about 10%, but this may fluctuate based on industry or business model. You can analyze your decline ratio by creating a decline report; learn more here.

Types of declines

There are two types of declines: hard declines and soft declines. Hard declines should not be retried; the reason the card is being declined is not temporary and subsequent attempts will likely not be successful. Soft declines can be retried; they are often the result of a temporary issue and may be successful with a subsequent attempt.

Handling declines

To help mitigate fraud, BigCommerce will display a relatively generic message when a card is declined. The specific decline code can be found in your BigCommerce control panel, which can sometimes help determine how you should proceed. For example, because soft-declined transactions can sometimes work when retried, you could put the customer's order in a pending status and and try again later. If subsequent attempts are unsuccessful, it's best to ask for a new payment method or cancel the order.

Decline codes

CodeTextType
2000Do Not HonorSoft
This generic response indicates that the customer's bank is unwilling to accept the transaction. The reasons vary; the customer will need to contact their bank for more details.
2001Insufficient FundsSoft
At the time of the transaction, the account did not have sufficient funds to cover the transaction amount. Subsequent attempts may be successful.
2002Limit ExceededSoft
2003Cardholder's Activity Limit ExceededSoft
2004Expired CardHard
2005Invalid Credit Card NumberHard
2006Invalid Expiration DateHard
2007No AccountHard
2008Card Account Length ErrorHard
2009No Such IssuerHard
2010Card Issuer Declined CVVHard
2011Voice Authorization RequiredHard
This indicates that the cardholder's bank is requesting that the merchant calls to obtain a special authorization code in order to complete this transaction. Because this is a lengthy process, we recommend obtaining a new payment method. Contact the BigCommerce support team for more details.
2012Processor Declined - Possible Lost CardHard
2013Processor Declined - Possible Stolen CardHard
2014Processor Declined - Fraud SuspectedHard
2015Transaction Not AllowedHard
This response indicates that the customer's bank is declining the transaction for unspecified reasons. It doesn't necessarily mean that there is an issue with the card, but it does indicate that the bank won't approve this transaction.
2016Duplicate TransactionSoft
2017Cardholder Stopped BillingHard
2018Cardholder Stopped All BillingHard
2019Invalid TransactionHard
2020ViolationHard
2021Security ViolationHard
2022Declined - Updated Cardholder AvailableHard
2023Processor Does Not Support This FeatureHard
2024Card Type Not EnabledSoft
2025Set Up Error - MerchantSoft
2026Invalid Merchant IDSoft
2027Set Up Error - AmountSoft
2028Set Up Error - HierarchySoft
2029Set Up Error - CardSoft
2030Set Up Error - TerminalSoft
2031Encryption ErrorHard
2032Surcharge Not PermittedHard
2033Inconsistent DataHard
2034No Action TakenHard
2035Partial Approval For Amount In Group III VersionSoft
2036Authorization could not be found to reverseHard
2037Already ReversedHard
2038Processor DeclinedSoft
This generic response indicates that the customer's bank is unwilling to accept the transaction. The reasons vary; the customer will need to contact their bank for more details.
2039Invalid Authorization CodeHard
2040Invalid StoreSoft
2041Declined - Call For ApprovalHard
2042Invalid Client IDSoft
2043Error - Do Not Retry, Call IssuerHard
2044Declined - Call IssuerHard
2045Invalid Merchant NumberSoft
2046DeclinedSoft
This generic response indicates that the customer's bank is unwilling to accept the transaction. The reasons vary; the customer will need to contact their bank for more details.
2047Call Issuer. Pick Up Card.Hard
This error indicates that the card has been reported as lost or stolen by the cardholder. The card company is requesting that merchants in card-present environments keep the card and call the number on the back to report it. Because online merchants don’t have the card, they should treat it like any other hard decline and obtain a different card from the customer.
2048Invalid AmountSoft
2049Invalid SKU NumberHard
2050Invalid Credit PlanHard
2051Credit Card Number does not match method of paymentHard
2052Invalid Level III PurchaseHard
2053Card reported as lost or stolenHard
2054Reversal amount does not match authorization amountHard
2055Invalid Transaction Division NumberSoft
2056Transaction amount exceeds the transaction division limitSoft
2057Issuer or Cardholder has put a restriction on the cardSoft
2058Merchant not MasterCard SecureCode enabled.Hard
2059Address Verification FailedHard
PayPal was unable to verify that the transaction qualifies for Seller Protection because the address was improperly formatted.
2060Address Verification and Card Security Code FailedHard
2061Invalid Transaction DataHard
2062Invalid Tax AmountHard
2063PayPal Business Account preference resulted in the transaction failingHard
You will receive this decline code if you have elected to block certain payment types, such as eChecks or foreign currencies.
2064Invalid Currency CodeHard
2065Refund Time Limit ExceededHard
By default, PayPal requires that refunds are issued within 60 days of the sale, but this can be adjusted by contacting PayPal’s Support team.
2066PayPal Business Account RestrictedHard
You'll need to contact PayPal’s Support team to resolve this issue with your account. Then, you can attempt the transaction again.
2067Authorization ExpiredHard
This indicates that the PayPal authorization is no longer valid. PayPal cannot ensure that 100% of the funds will be available after a 3-day honor period.
2068PayPal Business Account Locked or ClosedHard
You'll need to contact PayPal’s Support team to resolve an issue with your account. Once resolved, you can attempt to process the transaction again.
2069PayPal Blocking Duplicate Order IDsHard
2070PayPal Buyer Revoked Future Payment AuthorizationHard
2071PayPal Payee Account Invalid Or Does Not Have a Confirmed EmailHard
2072PayPal Payee Email Incorrectly FormattedHard
2073PayPal Validation ErrorHard
2074Funding Instrument In The PayPal Account Was Declined By The Processor Or Bank, Or It Can't Be Used For This Payment.Hard
2075Payer Account Is Locked Or ClosedHard
2076Payer Cannot Pay For This Transaction With PayPalHard
2077Transaction Refused Due To PayPal Risk ModelHard
2078Invalid Secure Payment DataSoft
2079PayPal Merchant Account Configuration ErrorHard
You'll need to contact the BigCommerce support team to resolve an issue with your account. Once resolved, you can attempt to process the transaction again.

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