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.
33 comments
Peter Daniel
hi why my card doesn t work wheni i m going to pay
1
Nicole Saunders
Hi Peter -
If the above article doesn't help you resolve the issue, you should Contact Zendesk Support
2
Amin hiren
0
Nicole Saunders
Hi Amin,
We are unable to assist with billing issues in the Help Center, as it would require you sharing account-specific information in a publicly visible forum.
For assistance with any and all billing issues, please Contact Zendesk Support.
0
Bibi Boucher
Unfortunately contacting zendesk support is not taken seriously and any issues you have regarding invoicing and billing is only allocated to your account manager who ignores you if you have any complaints regarding service received.
3
Dave Dyson
Hi Bernadine,
I'm sorry you're having a frustrating experience – I can assure you that your open ticket with our support team and your billing-related ticket are being worked on by our teams. I'll keep an eye on them and make sure you get a response on both tickets.
2
Venio Systems
We notice that our payment has been declined due to some restriction to our card payment.
Hence, we would like to initiate the payment through ACH, could you please share the Bank details to initiate the payment
-1
Brett Bowser
Hey Raju,
I'm going to bring this into a ticket so our Finance team can work with you on this.
You'll receive an email shortly stating your ticket has been created.
Thanks!
1
Credit Clear
I need an option for Net Banking so I can pay the annual fee manually as my previous card has expired and there are some issues about issuing a new card with that particular bank.
1
Brett Bowser
It looks like you have a ticket open with our Finance team regarding this issue. They will follow up with you via email to get this resolved.
Cheers!
0
Ae
Hi i
I would like to know more, if I proceed with adding a credit card then will the system process payment to my entire Invoice?
(i mean new invoice and old invoice)
Thank you for your help.
0
Cheeny Aban
Once you update your card, the system will only charge you for what is due. More information about billing can be found here: Billing FAQ and resources
0
john neck
I would like to know more, if I proceed with adding a credit card then will the system process payment to my entire Invoice?
1
Brett Bowser
Once you update your payment information the credit card will automatically be charged for the full invoice. This can typically take up to a day or two for the payment to go through.
Hope this clears up any confusion!
-2
SafetyTek Support Team
Ironically, Zendesk customer support is absolutely horrible. How do I not click through thousands of articles attempting to find what I'm searching for?
2
Sandra Bolivar
Cordial greeting... I would appreciate it if you could tell me if the annuity payment can be made in two installments? ... Thank you
1
Rheyna
My zendesks account has expired, the agent says that the account executive will contact me soon but until now, no one has reached me.
1
Rheyna
One agent says that the Renewals team will email me, but I have been waiting for 6 weeks now and no one contacted me.
1
Brett Bowser
It looks like you have a ticket open with our Finance team and they followed up with you yesterday. They will continue working with you in that ticket to get this issue resolved.
Thanks for bringing this to our attention!
-1
Steff
Our multibrand Zendesk account was just suddenly closed due to a billing issue from a YEAR AGO. We were unaware that there had been an issue all this time, we just woke up one day to find that our entire account had been closed down without a warning.
We've been trying to reach out to get Zendesk to get the invoice reissued so we can just pay it, but the most we've gotten was a chat agent telling us their colleague is working on it, then they closed the chat and merged the ticket.
This was yesterday. Our entire support system for multiple brands has been down for over 24 hours, because it seems Zendesk does not take us seriously.
We've been customers for over 5 years and this is the treatment we get?
0
Brett Bowser
Sorry to hear that your account was canceled without notice. I did some digging and it looks like you have a ticket open with our Finance team regarding this issue. They'll follow up with you shortly to get this all sorted out. If there's anything else I can help with in the meantime please let me know!
Appreciate you bringing this to our attention and apologies for any inconvenice this has caused on your end.
0
Steff
Thanks, Brett. Zendesk had been great to work with in the early years, we really felt valued as clients, but things seem to have taken a nosedive recently (and not just with this one incident).
And today we learned from our bank that the issue Zendesk is closing our account for was already solved. The payment did go through. So Zendesk has just caused us a lot of damage to our business and cost us what is now three days of service because someone spotted an anomaly a year after it happened and did not bother to check documentation properly, or to even check with us.
Whenever we request changes to our account, whether it be billing or otherwise, Zendesk is so agonizingly slow to respond (took us a month to get our billing changed, because the first time we reached out we were just ignored and the ticket was closed). But for cases like this we get a lightning fast knee-jerk reaction. It's not a good look for a company and brand who is supposed to be all about customer service.
0
Brett Bowser
Totally understand where you're coming from and this is extremely valuable feedback for us. There's been a lot of moving pieces starting the new year and appreciate you taking the time to share this with us. While I can't do anything to remedy the issues that you've come across up to this point, I will be passing your feedback over to the appropriate teams so they're aware and we can make improvements on our end.
If there's anything else I can assist with in the meantime please let me know as I'm happy to help further.
Thanks again for your patience and sharing your frustrations with us!
0
Trevor Evans
Hi, can someone assist me as a matter or priority.
February 2023 my card expired, so as before went to update the details. no joy as the page just hung ( safari ). tried other browsers, Chrome and Edge, same results.
early March Zendesk extended my licence without resolving the issue, which was helpful.
further conversations took place and eventually I was asked to send the HAR files from Google. this was then confirmed there was an issue with the Zendesk payment systems.
I have been in constant contact with support, offering to pay over the phone knowing that one day they will probably deny access. well yesterday was that day and at present we do not have access to the platform. there are still no actual failure messages in the safari or chrome browsers, but I noticed yesterday there is now a message in Edge.
well clearly your account won't remain active. this could not happen at a worse time so close to end of month billing with our clients.
I have asked that our service is switched back on while they resolve this, but it is falling on deaf ears. my last update from Support;
at present we still do not have access to support or any method of escalating this.
if someone picks this up I need access to the systems ASAP.
0
Nicole Saunders
Hi Trevor, I checked your account and it looks like you have now resolved things, but please let us know if you need any further assistance.
0
Kacey Zeccola
Hi Hank,
I have created a ticket for you to resolve this issue - you should be hearing from our team shortly.
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
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
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
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