Guides • Accept Payments
Decline reasons
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Decline reasons

When a payment for an order is unsuccessful, it will transition to declined or failed state. You can check the reason why the payment was unsuccessful in the payments.decline_reason field in the response of the Retrieve an order operation.

The following table lists the most common reasons that are mapped to human-readable values:

decline_reason valueDescription
3ds_challenge_failed_manuallyThe customer has failed the 3DS challenge manually.
insufficient_fundsThe account associated with the payment method used doesn't have sufficient funds to make the payment.
transaction_not_allowed_for_cardholderThe customer's bank doesn't allow the cardholder to make the payment.
high_riskThe transaction has been declined due to high risk. This can be a trigger from both the issuing bank and internal Revolut tools.
cardholder_name_missingThe cardholder name is missing. This is a required parameter to make a card payment.
unknown_cardThe card can't be identified. Ensure that you don't use a test card in the production mode.
customer_challenge_abandonedThe customer has abandoned the 3DS challenge without completing it.
customer_challenge_failedThe customer has failed the 3DS challenge.
customer_name_mismatchThe name provided in the order doesn't match the name associated with the customer.
note
This value is only returned for merchants who use Revolut's name validation feature.
do_not_honourThe customer's bank declines the payment because it fails the authorization process. The most common reasons are:

  1. The bank's fraud rules are triggered.
  2. The bank has placed a temporary hold on the customer's card.
  3. The purchase session is locked due to multiple declined payments.
  4. The seller is located in a different country from that of the card issuing bank.
expired_cardThe card provided has expired.
invalid_addressThe billing address is invalid.
invalid_amountThe transaction amount provided is invalid.
invalid_cardThe card number provided is invalid.
invalid_emailThe email provided doesn't have a valid format.
invalid_countryThe country code provided was invalid.
invalid_cvvThe provided CVV is invalid.
invalid_expiryThe card's expiration date is invalid.
invalid_merchantYour business is not supported on the cardholder's account. Certain cards have usage restrictions for specific purposes, and certain Merchant Category Codes (MCC) may be blocked. Instruct the cardholder to contact their bank.
invalid_phonePhone number is not on file for the cardholder.
invalid_pinThe provided PIN is incorrect.
issuer_not_availableThe card issuer is currently unavailable to authorize the transaction. Try again later. If the issue persists, instruct the customer to contact their card issuer.
pick_up_cardThe card has been reported as lost or stolen. The issuing bank has given the instruction to pick up the card and notify the issuing bank so that it can be returned to its rightful owner.
rejected_by_customerThe transaction was rejected by the cardholder. The most common reasons are:

  1. The customer did not approve the payment.
  2. Debit transactions are not approved on the bank account.
  3. The customer has stopped the payment with their bank.
Check with the customer to ensure they have not actively declined the transaction or if they have any issues with their card issuer.
restricted_cardThe issuing bank has a restriction on the card. Ask the customer to contact their bank for more details.
technical_errorA general technical error occurred during the transaction process. Try again later. If the issue persists, contact support.
withdrawal_limit_exceededThe withdrawal limit for a specific card or account has been reached or exceeded. Ask the customer to contact their bank to extend this limit.
issuer_declineThe card issuer has declined the transaction for an unspecified reason.
suspected_fraudThe transaction is suspected of being fraudulent.
lost_cardThe card has been reported as lost.
stolen_cardThe card has been reported as stolen.
security_violationThe transaction violates security protocols.
law_violationThe transaction violates legal regulations.
transaction_not_allowedThe transaction is not allowed.
authentication_requiredAuthentication is required to complete the transaction.
invalid_accountThe account associated with the card is invalid.
invalid_transactionThe transaction is invalid.
no_such_issuerThe issuer of the card does not exist.
currency_not_supportedThe currency used in the transaction is not supported.
new_card_not_unblockedThe new card has not been unblocked by the issuer.
withdrawal_frequency_exceededThe frequency of withdrawals has exceeded the allowed limit.
pin_try_exceededThe number of PIN attempts has exceeded the allowed limit.
pin_requiredA PIN is required to complete the transaction.
customer_verification_failedThe customer verification process failed.
card_not_enrolled_to_three_dsThe card is not enrolled in 3DS.
no_common_supported_three_ds_versionNo common supported 3DS version is found.
payment_attempt_blockedThe payment attempt has been blocked.
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