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 error messages and how to solve them.

Your Support account owner can update your credit card on file at https://mycompany.zendesk.com/agent/#/admin/subscription.

For standalone Chat accounts, your account owner can update your credit card on file at https://account.zopim.com/account/.

When the payment successfully charges an email is sent to:

• The email address entered when user provides credit card information
• Any email addresses added as CCs on the account (Settings > Account > Invoices).

If you cannot resolve your credit card issue, contact [e-mail]. Please provide the last four digits of your credit card, your subdomain (for example, mycompany.zendesk.com), and a screenshot of the error, if possible.

 

Payments are processed numerous times throughout the day, so once you have made any necessary changes, the problem should be resolved soon after. At this time, your access to your Zendesk account will remain in its current state.

Error message: A transaction error occurred

You might see the following error when you submit your credit card information.

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.

Often, a call to the credit card provider resolves many of the issues that cause this error, including: holds, credit limit issues, and transaction limits.

If you continue to receive the error, and your credit card provider cannot resolve the issue, contact [e-mail]. Please provide the last four digits of your credit card, your subdomain (for example, mycompany.zendesk.com), and a screenshot of the error, if possible.

Error message: Payment problems

You might see error this 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.

Other error codes you might encounter

The following are common error codes that might occur:

If the error code you received is not listed, contact [e-mail]. Please 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.

Error Code	Description	Resolution
4 - Hold-call	Pick-up card (no fraud)	Call your credit card issuer (the phone number is usually on the back of your card).
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)	Call your credit card issuer (the phone number is usually on the back of your card).
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).
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).