Transactions: Common Error Messages

When you open a transaction in Admin, you may see an error message if the transaction has failed or been declined.
Below are examples of common error messages for different payment methods.

If you encounter an error that is not listed, feel free to contact us by email or via the “Contact us” form in Admin.

Tip: include the transaction ID to help us assist you more efficiently.

Card Payments

• "The payment was declined Not sufficient funds"
  The customer does not have enough funds in their account.
  
  
• "Card_expiry is incorrect"
  The card’s expiration date was entered incorrectly.
  
  
• "General error card_number.invalid"
  The card number was entered incorrectly. A common mistake is adding hyphens.
  
  
• "The payment was declined Invalid card number"
  The acquiring bank declined the card. This can happen for several reasons—for example, a saved card may no longer be valid, or the card may be issued in a blocked country.
  
  
• "Card_cvv is incorrect Invalid card number"
  The acquiring bank declined the card. Advise the customer to double-check the CVV and expiration date or try again later.
  
  
• "3D-Secure was not approved"
  The customer did not complete the 3D Secure step correctly.
  
  
• "Do not honour"
  The issuing bank declined the verification. The reason is not available. The customer must contact their bank.
  
  
• "Transaction not permitted to cardholder" / "Transaction not permitted to terminal"
  If this happens on all transactions, saved cards, or subscriptions, your account may need configuration. Contact us.
  If it happens on some transactions only, the customer should contact their bank.

Swish

• "The customer has not activated Swish"
  Swish is not activated on the customer’s mobile device.
  
  
• "Swish timed out before the payment was started"
  
  The customer did not complete the payment in Swish before the time limit expired.
• "Action cancelled"
  
  The customer cancelled the payment in the Swish app.
• "Payer cancelled bankid signing"
  
  The customer cancelled the BankID signing.
• "The transaction amount exceeds the Swish limit…"
  
  The amount would exceed the customer’s bank-defined limit. The customer needs to contact their bank.
• "A payment request already exists for that payer"
  
  A Swish payment has already been initiated. If the customer cannot find it, they should wait a moment and try again.
• "BankID returned an error"
  
  Something went wrong during sign-in. The customer can retry later.
  
  
• "RF07"
  Often appears during refunds. If the refund does not work in Shopify, try performing it in Mondido.
  If the error remains, the refund must be created manually in your bank.
  
  Tip: Note this down for bookkeeping otherwise you might need to find diffs later on in the year since this will not be in any of the reports i Shopify/mondido. 

Trustly / Bank

"The payment was declined"
Trustly or the bank declined the payment. Contact us if you want us to check with Trustly for the specific reason.

PayPal

"PayerID value is missing"
A required parameter is missing. This may be caused by an integration issue, incorrect settings, or cached values.
Ask the customer to ensure the checkout page is not cached or to try another browser.

Invoice (Own Invoice)

"Items are missing"
The transaction contains no items. Invoice payments must include at least one item.

If you have any questions, feel free to contact us at support@mondido.com

 or through the Mondido portal by clicking “Contact us”. We’re always happy to help.