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
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.
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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 (gmail) 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?
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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!
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