Resolving issues when your credit card fails

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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.