Understanding Error Codes in Your Dashboard
When running cards in your Smile Advantage dashboard, you may occasionally encounter transaction errors. This guide will help you identify common error codes, understand their implications, and guide you through the necessary steps to resolve them.
Invalid Merchant ID Error
The “Invalid Merchant ID” error may arise due to various reasons. If you encounter this issue frequently, please inform us. In many instances, the root cause is linked to the cardholder’s bank. We recommend attempting the transaction again or using an alternative card.
The transaction was declined by the processor.
The patient’s bank is unwilling to accept the transaction. The reasons for this response can vary – the patient will need to contact their bank for more details.
Do not honor.
The patient’s bank is unwilling to accept the transaction. The patient will need to contact their bank for more details regarding this decline.
Insufficient funds.
The account did not have sufficient funds to cover the transaction amount at the time of the transaction.
Over limit.
The attempted transaction exceeds the withdrawal limit of the account. The patient will need to contact their bank to change the account limits or use a different payment method.
Transaction not allowed.
The patient’s bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.
Incorrect payment information.
This decline code indicates that there was an error in the payment details provided. The patient should verify the accuracy of the details and try again.
No such card issuer.
This decline code could indicate that the submitted card number does not correlate to an existing card-issuing bank or that there is a connectivity error with the issuer. The patient will need to contact their bank for more information.
No card number on file with issuer.
The submitted card number is not on file with the card-issuing bank. The patient will need to contact their bank.
Expired card.
The card is expired. The patient will need to use a different payment method.
Invalid expiration date.
The patient entered an invalid payment method or made a typo in their card expiration date. Have the patient correct their payment information and attempt the transaction again – if the decline persists, they will need to contact their bank.
Invalid card security code.
The patient entered in an invalid security code or made a typo in their card information. Have the patient attempt the transaction again – if the decline persists, the patient will need to contact their bank.
Invalid PIN.
Can mean Invalid PIN or missing PIN. Some cards can be set to always require a PIN.
Call issuer for further information.
This code indicates that the merchant or patient needs to contact the card-issuing bank for more details about the decline.
Pick up card.
The patient’s card has been reported as lost or stolen by the cardholder and the card-issuing bank has requested that merchants keep the card and call the number on the back to report it. As an online merchant, you don’t have the physical card and can’t complete this request – obtain a different payment method from the patient.
Lost card.
The card used has likely been reported as lost. The patient will need to contact their bank for more information.
Stolen card.
The card used has likely been reported as stolen. The patient will need to contact their bank for more information.
Fraudulent card.
The patient’s bank suspects fraud – they will need to contact their bank for more information.
Declined with further instructions available. (See response text)
This decline means the transaction was declined, but there are additional instructions provided in the response text. Refer to the specific instructions for the next steps.
Declined-Stop all recurring payments.
This decline indicates that all recurring payments associated with the card should be stopped.
Declined-Stop this recurring program.
This specific recurring payment program or subscription associated with the card should be halted.
Declined-Update cardholder data available.
The submitted card has expired or been reported lost and a new card has been issued. Reach out to your patient to obtain updated card information.
Declined-Retry in a few days.
The transaction has been declined, but the patient or merchant is advised to retry the transaction in a few days.
For further assistance or to report frequent occurrences of any of these errors, please contact our support team at support@smileadvantage.com. We’re here to help!