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.
14 Comments
hi why my card doesn t work wheni i m going to pay
Hi Peter -
If the above article doesn't help you resolve the issue, you should Contact Zendesk Support
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.
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.
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.
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
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!
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.
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!
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.
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
I would like to know more, if I proceed with adding a credit card then will the system process payment to my entire Invoice?
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!
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