Decline reasons
Was a payment declined? Here you’ll find what each code means, why it happened, and what you can do to recover the sale.
Covers about 90% of declines at Tilopay
How to use this guide
When a payment is declined, a code appears in your Tilopay dashboard. Look it up here to see what happened and what to do next. The good news: most declines are solved right away by retrying the payment or using another card.
| Code and reason | Problem | Solution |
|---|---|---|
| The bank didn't approve the chargeCodes: 3, 99, 05 | The bank that issued the card declined the payment without giving a specific reason. It's almost always temporary or a security measure on their side. | Ask your customer to try again in a couple of minutes. If it fails again, the fastest fix is to use another card or call their bank. |
| Card funds or limitCodes: 51, 61 | The card doesn't have enough balance, or the payment exceeds a limit the bank set for the customer. | Use another card. If your customer prefers the same one, they should contact their bank to check their balance or limit. |
| The payment couldn't be processedCode: 12 | There was an error processing the payment, or some transaction data isn't valid. | Start the charge again from the beginning. If it always fails at your business, it may be a setup issue: write to us and we'll review it. |
| Invalid amountCode: 13 | The charge amount isn't valid: it may be zero, include a symbol, or exceed the allowed limit. | Check that the amount is written correctly and charge it again. |
| Charge not allowed on that cardCodes: 58, 57, 62 | That card doesn't have this type of charge enabled, or it has a bank restriction. | Use another card. If your customer wants to use that one, they should call their bank to enable it. |
| Incorrect card numberCode: 14 | The card number isn't valid or was typed incorrectly. | Check the digits carefully and try again. If it still doesn't go through, use another card. |
| Incorrect security code (CVV)Codes: N7, 82, 63 | The security code doesn't match the card. | Re-enter the CVV carefully (the 3 digits on the back of the card) and try again. |
| Card not foundCode: 25 | The bank can't find the account linked to that card. | Try the charge again. If it continues, use another card or ask your customer to talk to their bank. |
| Expired cardCode: 54 | The card is past its expiration date. | Ask your customer for a valid card to complete the payment. |
| Card blocked by the bankCodes: 41, 43, 59, 34 | The bank blocked the card for a reason only it can explain directly to your customer. | Ask your customer to contact their bank. Better not to keep trying with another card until they sort it out with the bank. |
| Incorrect card details or timeoutCode: TO | The payment form received card details that don't match (number, expiration, or CVV), or the customer took too long and the session expired. | Send the payment link again and ask them to check the number, expiration date, and security code before trying. If it happens again with the same card, they should try another one. |
| Processor reconciliation errorCode: 95 | The processor couldn't close the operation due to an internal inconsistency; it isn't a decline from the customer's bank or a card problem. | Try the charge again. If it happens more than once on the same day, write to support with the order number so we can review it. |
| 3DS integration errorCode: 97 | Your site or integration sent incorrectly one of the fields required by 3DS verification (for example browserLanguage). It's a technical error on the business side, not the customer's. | Let your developer know: they should review the 3DS fields sent by the SDK or API according to the documentation at tilopay.com/developers. Meanwhile, you can charge with a payment link. |
| Temporary system problemCodes: 91, 96 | The bank or the payment network had a momentary outage. It isn't a card problem. | Wait a few minutes and try the payment again. No need to change cards. |
These are the most common declines. If you get a code that isn't on the list, treat it as a general decline: retry the payment or ask your customer to use another card.
Payment still not going through and can't find the reason? Write to support and we'll review it with you.