Having Issues related to Credit Cards? – Sinch Engage

When you're trying to make an invoice payment or top up SMS credits, you might run into some hurdles along the way. Don't worry, it's a common issue particularly when your card is new!

Payment and top up errors can occur for several reasons: expired credit cards, low account balance, incorrect payment method details, or the payment system hasn't recognized the new card details yet (they usually need to be added to the trust list).

The updated card information typically needs to be included in the trust list. If this hasn't happened yet, you may encounter some of the listed billing errors below. You can reach us via chat or submit a request for customer support - please provide the billing error message to help us quickly resolve the issue.

These codes will require you to communicate directly with your card issuer, we will not be able to process a transaction if one of these codes is received:

BILLING ERROR MESSAGE	ERROR REASON	DESCRIPTION
`Refused (05 : Do not honor)`	Refused	This is a generic refusal that has several possible causes. The card issuer has declined the transaction with no specific reason provided.
`Gateway transaction error: Transaction declined. Refused FRAUD`	Fraud	Applies to Mastercard. The transaction is refused because the card issuer suspects this payment to be fraudulent.
`Blocked Card (41 : Lost card)`	Blocked Card	The card was reported as lost.
`Blocked Card (43 : Stolen card)`	Blocked Card	The card was reported as stolen.
`Blocked Card (04 : Capture card)`	Blocked Card	The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card.
`Blocked Card (07 : Pickup card, special condition)`	Blocked Card	The card issuer requests to retain the card. This can be due to a suspected counterfeit or stolen card.

On the other hand, there are billing errors that need your attention first. You can follow the guidelines to help address and resolve it!

BILLING ERROR MESSAGE	ERROR REASON	DESCRIPTION	ACTION REQUIRED FROM THE CUSTOMER
`"refusalReason":"Not enough balance"`	Not Enough Balance	Insufficient funds in the cardholder's account.	Please try again after adding funds to their bank account, or use another payment method.
`Not enough balance (51 : Insufficient funds/over credit limit)`	Not Enough Balance
`{"gatewayResponse":{"code":"12","message":"Not enough balance"}}, error code: '53000099'`	Not Enough Balance
`Declined Non Generic (63 : Security violation)`	Declined Non Generic	The card issuer indicated a security issue with this card.	Use another payment method and try again after you've resolved the issue with your bank.
`ThreeDs2_Authentication_Exception] Transaction declined.11 - 3D Not Authenticated.`	Expired Card	Applies for Visa. 3D authentication means they are not accepting the bank's authentication text like the OTP.	You must accept the email/text from your bank. Please work with your bank to authenticate the charge.
`Expired Card (54: Expired)`	Expired Card	The card being used has expired.	Please correct/update the date or use another payment method.
`"Refused - Expired Card"`	Expired Card	The card being used has expired.
`Expired Card (79 : Life cycle)`	Expired Card	Applies to Mastercard. The transaction is refused due to invalid card data.	Please use a different payment method and try again once you've sorted out the issue with your bank.
`Invalid Card Number (46 : Closed account)`	Invalid Card Number	Applies for Visa. The account is closed. Re-validate the account number for accuracy and do not reattempt with the same PAN or token.
`Invalid Card Number (14 : Invalid card number)`	Invalid Card Number	The card issuer is unable to validate the card/account number.	Please check the card number and contact the bank to see whether the card has already been activated.
`Restricted Card`	Restricted Card	The card issuer has restricted where the card can be used.	Please use a different payment method and try again once you've sorted out the issue with your bank.
`Withdrawal amount exceeded (61 : Exceeds withdrawal amount limit)`	Withdrawal Amount Exceeded	The user has exceeded their card limit.
`Transaction Not Permitted (57 : Transaction not permitted to issuer/cardholder)`	Transaction Not Permitted	The card issuer does not permit the transaction on this card/account.
`Invalid Amount (13 : Invalid amount)`	Invalid Amount	The card issuer has declined the transaction because of an invalid format or field. This response usually occurs with Cirrus or Maestro Debit and Prepaid Cards or cards that are not allowed to make online purchases.
`Refused -- Revocation Of Auth`	Revocation Of Authorization	Applies for Visa. The cardholder requested to stop all recurring payment transactions.
`Issuer Suspected Fraud (59 : Suspected fraud)`	Issuer Suspected Fraud	The transaction is refused because the card issuer suspects this payment to be fraudulent.
`[ThreeDs2_Authentication_Exception] Transaction declined.10 - Not supported`	Not Supported	The card issuer does not allow this type of transaction on this card/account.
`Refused (82 : Policy)`	Refused	Applies to Mastercard. The transaction is refused due to a policy reason.
`Refused (79: Life cycle)`	Refused	Applies to Mastercard. The transaction is refused due to invalid card data.
`3D Not Authenticated (3d-secure 2: Authentication failed)`	Blocked Card	Applies for Visa. Authentication is required for the transaction.	You'll need to key in your OTP to authorize the transaction.

If you think everything is okay on your end and have completed the 'action required from the customer' but are still having problems, feel free to submit a request for further assistance.

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