Troubleshooting

Learn how to fix common issues.

General processing errors

CodeDescription
0000No error.
0001General execution error.
0002Authorisation error.
0003Validation error.
0004Communication error.
0005Duplicate transaction found.
0006No previous transaction found.
0007The reversal amount exceeds the original transaction amount.
0008Failed to persist transaction in database.
0009Duplicate merchant transaction ID used, please retry with a different merchant transaction ID.
0010Currency code {currencyCode} not found.
0011The request contains an invalid object {objectName} for the entry type {entryType}.
0012No data flow process found for request.
0013Entry type not found in request.
0014Entry type not found in request.
0015Funding type not found in request.
0016Transaction method not found in request.
0017Error while persisting transaction data.
0018Error while reading transaction data.
0019Error creating data flow process for request.
0020Error creating sub data flow process for request.
0021
  • Transaction amount should be greater than 0 for entryType transactions.
  • Transaction amount is invalid.
0022Request is invalid: {reason}.

EMV-specific errors

Error codeDescription
1000
  • ICC track2EquivData is missing.
  • Track2 is missing.

Merchant setup service

Error codeDescription
2000Error when connecting to merchant service for merchant {merchant}.
2001Timeout when connecting to merchant service for merchant {merchant}.
2003Communication error when connecting to merchant service for merchant {merchant}.
2004General execution error when connecting to merchant service for merchant {merchant}.
2005Merchant {merchant} not found .
2100Error when connecting to merchant service for site {site}.
2101Timeout when connecting to merchant service for site {site}.
2103Communication error when connecting to merchant service for site {site}.
2104General execution error when connecting to merchant service for site {site}.
2105Merchant site {site} not found.

Auth provider service

Error codeDescription
2100Error when connecting to auth provider service {authProvider}.
2101Timeout when connecting to auth provider service {authProvider}.
2102No auth provider has been set for merchant {merchant}.
2103Communication error when connecting to auth provider service {authProvider}.
2104General execution error when connecting to auth provider service {authProvider}.
2150General execution error when connecting to acquirer {acquirer}.
2151Communication error when connecting to acquirer {acquirer}.
2152Timeout when connecting to acquirer {acquirer}.
2153Risk decline when connecting to auth provider service {authProvider}.
2154Setup error when connecting to auth provider service {authProvider}.
2155Unexpected response when connecting to auth provider service {authProvider}.
2156Modification intent is not compatible with previous transaction type.
2157No authorisation settings found for site {site}, currency code {currencyCode} when connecting to authorisation provider service {authProvider}.

Routing service

Error codeDescription
2200Error when getting auth provider information for merchant {merchant}.

BIN lookup service

Error codeDescription
2400Error when connecting to BIN lookup service for card {card}.
2401Timeout when connecting to BIN lookup service for card {card}.
2403Communication error when connecting to BIN lookup service for card {card}.
2404General execution error when connecting to BIN lookup service for card {card}.
2405Card {card} not found.

Card routing service

Error codeDescription
2500Error when connecting to card routing service for merchant {merchant}.
2501Timeout when connecting to card routing service for merchant {merchant}.
2503Communication error when connecting to card routing service for merchant {merchant}.
2504General execution error when connecting to card routing service for merchant {merchant}.
2505Card route for {merchant} not found.

Token vault service

Error codeDescription
2600Error when connecting to token vault service for merchant {merchant}.
2601Timeout when connecting to token vault service for merchant {merchant}.
2603Communication error when connecting to token vault service for merchant {merchant}.
2604General execution error when connecting to token vault service for merchant {merchant}.
2605Gateway tokenId for {merchant} not found.
2606New gateway token for {merchant} failed to generate.

Merchant token vault service

Error codeDescription
2700Error when connecting to merchant token vault service for merchant {merchant}.
2701Timeout when connecting to merchant token vault service for merchant {merchant}.
2703Communication error when connecting to merchant token vault service for merchant {merchant}.
2704General execution error when connecting to merchant token vault service for merchant {merchant}.
2705Gateway vault ID for {merchant} not found.

Point of Sale service

Error codeDescription
2800Point of sale device already registered {serialNumber}.
2801Merchant point of sale ID {merchantPointOfSaleID} already used, please change and try again.
2802Point of sale {merchantPointOfSaleID} not found.
2803General execution error error while creating new point of sale.
2804Error updating point of sale {merchantPointOfSaleID}.
2805Error getting point of sale {merchantPointOfSaleID}.
2806Error updating log settings for point of sale {merchantPointOfSaleID}.
2807Error updating store and forward settings for point of sale {merchantPointOfSaleID}.
2808Error updating feature settings for point of sale {merchantPointOfSaleID}.
2809Error updating authentication settings for point of sale {merchantPointOfSaleID}.
2810Error updating host URLs for point of sale {merchantPointOfSaleID}.
2811Point of sale {merchantPointOfSaleID} is not Active.
2812Error when connecting to point of sale service for site {site} and point of sale {merchantPointOfSaleID}.
2813Timeout when connecting to point of sale service for site {site} and point of sale {merchantPointOfSaleID}.
2814Communication error when connecting to point of sale service for site {site} and point of sale {merchantPointOfSaleID}.
2815General execution error when connecting to point of sale service for site {site} and point of sale {merchantPointOfSaleID}.

Notifications service

Error codeDescription
2900Error when connecting to notifications service for merchant group {merchantGroup}.
2901Timeout when connecting to notifications service for merchant group {merchantGroup}.
2902Communication error when connecting to notifications service for merchant group {merchantGroup}.
2903General execution error when connecting to notifications service for merchant group {merchantGroup}.
2904Merchant group {merchantGroup} not found.

Three D Secure service

Error codeDescription
3000Error when connecting to ThreeDSecure service.
3001Timeout when connecting to ThreeDSecure service.
3002Communication error when connecting to ThreeDSecure service.
3003General execution error when connecting to ThreeDSecure service.
3004Authorisation ID {authorisationId} not found.
3005SCA exemption not allowed.

HSM service

Error codeDescription
3100Error when connecting to HSM service.
3101Timeout when connecting to HSM service.
3102Communication error when connecting to HSM service.
3103General execution error when connecting to HSM service.
3104Unable to decrypt P2PE data.

PIN translation

Error codeDescription
3200Error when connecting to HSM service.
3201Timeout when connecting to HSM service.
3202Communication error when connecting to HSM service.
3203General execution error when decrypting PIN data.
3204Unable to decrypt PIN data.