Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
Support | Team, Professional, or Enterprise |
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 |
Credit card has expired. |
Submit payment with a credit card that isn’t expired and update your payment information with the new card number. |
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. |
430190 - Not authorized |
Bank has declined the transaction |
Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction. |
430285 - Do not honor |
Bank has declined the transaction |
Call your credit card issuer (the phone number is usually on the back of your card) and ask them to approve the transaction. |
430360, 100 -- Not authorized, REJECTED |
Insufficient funds in your account |
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. |
430357 - Lost or Stolen Card |
Bank has frozen your card because the card may have been stolen or is missing |
Contact your bank to have your card reactivated or ask the bank to issue you a new one. |
430306 - Expired Card |
Credit card has expired. | Submit payment with a credit card that isn’t expired and update your payment information with the new card number. |
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.
41 comments
Brett Bowser
Rolf Hayes thanks for reaching out here! Yes the payment will automatically go through again over night so you shouldn't have to do anything else on your end. If it fails again, you will receive another email notification.
Let me know if you have any other questions!
0
Rolf Hayes
Hello Zendesk.
Similarly to @SafetyTek Support Team I find the CX from a CX-promoting company ironically poor. I also can't find what I'm looking for.
Brett Bowser Dave Dyson I've tagged you here as you seem to respond promptly which is a credit to you. Can you confirm if a declined payment due to insufficient funds on the respective card will be re-attempted by Zendesk? There are no card details to change on our end, it was simply that the card balance was a little low at the time.
How do I re-instigate the payment or will this happen automatically and if so on what time scale?
0
Andrian
This is just a courtesy email as we haven’t heard back from you regarding our previous response. If we can assist you in any way, feel free to contact us again and include specific details of your concern and we’ll get back to you as soon as possible. I will be marking this ticket as solved for now, but you may respond any time if you still have any questions or concerns.
Thank you and have a great day ahead!
0
Andrian
Good day! I hope you are well. This is Andrian from Zendesk Finance Team. Thank you for reaching out.
It came to our attention that you received a payment error message. We can assist you with this.
In order for us to provide support targeted to your account, can you please provide us with your Zendesk subdomain? If you're not sure what your subdomain is, have a look at the URL you use to access Zendesk. For example, in companyname.zendesk.com, 'companyname' is the subdomain. You may also provide an invoice number.
Thank you and looking forward in hearing from you soon.
0
Yamamoto JIro
添付の支払いエラーのメッセージが届いています。
具体的な問題は何でしょうか?
対処についてもご教示ください。
株式会社アイアイシステムズ
担当山本
jiro.yamamoto@ii-systems.com
0
Leon Brubacher
Hi Brett
I checked with credit card company why card is being declined. They told me Zendesk is using incorrect expiry date. I went to my account and checked credit card information on file and it is all correct. I reentered the card information same as it was and updated my support ticket to say what I had done. Now nothing. No reply. Yesterday said Zendesk will be turned on for 48 hours. See what tomorrow brings.
0
Brett Bowser
Unfortunately I'm unable to tell on my end. I see you replied back in the ticket you have open with our Finance team so they will follow up with more information. I know that we process payments overnight so if you did update any information we should know for sure by tomorrow.
I hope this helps!
0
Leon Brubacher
Hi Bret,
I don't have any payment information to update. Nothing has changed on my payment information. Have you been able to process the payment?
0
Brett Bowser
Thanks for bringing this to our attention and sorry to hear your account was disconnected. I checked on the existing ticket you have open with us and it looks like we were able to reactivate your account so you can update your payment information.
If you run into any other issues please let us know!
0
Leon Brubacher
We have been disconnected from Zendesk because of one unprocessed payment of $1.20.
We do not know why the payment didn't process. The card is not expired, neither is there any holds or blocks on it. Credit card company says problem is with Zendesk. But Zendesk does not seem to care as emails go unanswered and I cannot find a number to actually talk to anyone that can help me. If anyone can direct us as to how we can get this resolved we would be very grateful.
0
Sign in to leave a comment.