Sometimes you're unable to submit or update your credit card information. This article describes some common error messages and how to solve them.
This article contains the following sections:
- Resolving transaction errors
- Resolving payment errors
- Resolving other types of errors
- Contacting Zendesk Customer Support
Resolving transaction errors
You might one of the following transaction errors when you submit your credit card information. Often, a call to the credit card provider resolves many of the issues that cause this type of error, including: holds, credit limit issues, and transaction limits.
If you receive an error message upon saving the card, please try re-entering your card once more after clearing cache/cookies, but by using a different browser with the following criteria in mind:
- Cardholder field contains only the first and last name of the cardholder when possible. Omit middle initials, middle names, and business names (unless the business name is the sole name on the card).
- Postal Code field contains only the first five digits if you are in the United States. Do not include any extensions.
- State is required if you are in the US.
Resolving payment errors
You might see a payment error when you log in, after you have entered your credit card information. We understand that cards expire and things happen, so Zendesk provides a grace period allowing time to update the card.
In this case, you have an open invoice that we were unable to charge to your card on file.
With each failed charge, an email with more information about the specific payment attempt, including an error code and description, is sent to the billing contact(s) for the account. The most common error codes are listed in the next section.
Often these types of errors can be solved by updating your credit card information, to update your credit card on file or switch to PayPal payments, refer to Managing payments.
Resolving other types of errors
The following table show some common error codes that might occur.
Error Code |
Description |
Resolution |
4 - Hold-call |
Pick-up card (no fraud) |
Your card may have been reported lost or stolen, or the account has been closed. Call your credit card issuer (the phone number is usually on the back of your card) to resolve the issue. |
5 - Decline |
Do not honor |
Call your credit card issuer (the phone number is usually on the back of your card). |
14 - Card No. Error |
Invalid card number |
Re-submit your credit card, in case you entered your card number incorrectly, or use a different credit card. |
41 - Hold-call |
Pick-up card (fraud: lost card) |
Your card may have been reported as lost or stolen, or the account has been closed. Call your credit card issuer (the phone number is usually on the back of your card) to resolve the issue. |
51 - Decline |
Insufficient funds |
Submit payment using a different credit card or call your credit card issuer (the phone number is usually on the back of your card) to make sure you have sufficient funds to make the payment. |
54 - Expired Card |
Issuer indicates card is expired |
Submit payment with a credit card that isn’t expired. |
57 -Serv not allowed |
Transaction not approved |
Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction. |
Contacting Zendesk Customer Support
If you continue to receive errors and your credit card provider cannot resolve the issue, contact Zendesk Customer Support for help. Provide the last four digits of your credit card, your subdomain (for example, mycompany.zendesk.com), the error code, and the invoice number, if known.
17 Comments
I do not see PayPal as a payment option above. Is that something that can be used or is going to be offered in the future?
Hi Shane -
As you noted, PayPal is not currently offered and we are uncertain whether it may be offered in the future.
Thank you for letting me know Nicole.
You're welcome.
Hi Zendesk Team,
My team and I are trying to upgrade our subscription to the professional suite through credit card on a monthly basis. However, as we tried several times the payment is not successful. It keeps showing that "We are temporarily unable to process to process subscription changes", and I have contacted your customer support and still waiting for a reply.
Please help us sooner as we need to make the upgrade fast.
Below is the screenshot from notification error.
Thank you
Hi Hari,
Due to the sensitive nature of billing-related queries, we are unable to assist with these in the public community forum. I'll check on your ticket with support and see if there's anything we can do to get eyes on it.
¡Hola!
De igual manera, mi equipo y yo hemos intentado realizar el pago y lo rechaza, me asesoró uno de sus ejecutivos, y también me comuniqué con nuestro emisor bancario, quien me comentó que el error proviene de la plataforma Zendesk.
¿Me pueden apoyar por favor?
Hola -
Lamento escuchar que tienes problemas con esto.
No podemos ayudar con los problemas relacionados con la facturación en la comunidad, ya que este es un foro público. No queremos discutir información específica de la cuenta aquí para proteger la privacidad de su cuenta.
Verifiqué su cuenta y vi que ya tiene un ticket privado abierto con nuestro equipo de soporte. Continuaremos asistiéndole allí.
Hi Heinmin -
We are unable to troubleshoot billing issues in the community. Please review the article above, and if that does not answer your question, you should contact support.
Hi Sir i Have A No master card And visa card Only NCB Bank Saudi international Bank card plzz help me
Hi RS,
We are unable to troubleshoot billing issues in the Zendesk support community. Please review the article above, and if that does not answer your question, you should contact support.
Hi,
I would like to get a refund due to purchase done in error by clicking in error.
Please advise process.
Hi Luvuyiso -
I don't see any record of you purchasing anything from Zendesk. Are you trying to reach us, or another organization?
Hi,
i was having issues with my payment card. its resolved now but i cant login to make payment. please advise
This post has been edited by the community team
Fola Olufemi,
If you are still having issues regarding payment or login access, I would recommend opening a chat w/ our Advocacy team, so they look into this issue for you.
Best regards.
can someone please help me????????????????
Hi JP,
Thanks for posting in the Zendesk community! This is a public online forum, we can assist with questions about products and best practices. If you have a question about bugs or billing, you will need to contact support. Here's information on how to do that:
Contacting Zendesk Support
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