INTRODUCTION
Feature Summary: When a payment fails in CourtReserve, your payment processor returns a decline code explaining why. This article covers the most common credit card declines, ACH/bank transfer return codes, processor and gateway errors, and TSYS card reader issues - along with resolution steps for each.
Use Cases:
Identify the reason for a credit card or ACH payment failure
Guide members to the correct resolution based on a specific decline code
Troubleshoot processor and gateway errors from SafeSave, Stripe, and CardConnect
Resolve in-person TSYS card reader errors at the front desk
OVERVIEW
Many decline decisions are made by the cardholder's issuing bank, not by CourtReserve or your payment processor. Understanding the code returned helps your staff respond quickly and accurately.
Note: Avoid processing a refund or payment directly in your processor portal unless absolutely necessary. Transactions processed outside of CourtReserve will not reflect in CourtReserve.
Processor Support Resources
SafeSave: Phone: 1-800-220-8611 | Email: [email protected]
CardConnect: [email protected]
Stripe: [email protected] | Chat with Stripe support directly in your Stripe dashboard at dashboard.stripe.com
CREDIT CARD DECLINES
Credit card declines are either soft (temporary - may succeed on retry) or hard (permanent - require cardholder action first).
1. General Decline - "Do Not Honor" (Code 05)
The issuing bank rejected the transaction without a specific reason. This is typically triggered by fraud suspicion, spending limits, or internal bank rules.
Resolution:
Ask the member to call the number on the back of their card.
Suggest an alternate payment method if the transaction is time-sensitive.
Do not retry the same card immediately - wait at least 24 hours.
2. Insufficient Funds (Code 51)
The cardholder's balance or available credit is below the transaction amount. This accounts for approximately 40-50% of all failed payments.
Resolution:
Debit cards: the member should transfer funds or use a credit card instead.
Credit cards: the member may be at their limit - suggest a different card.
Offer to retry in 24-48 hours after the member confirms funds are available.
Note: This is a soft decline. Retrying the same card too aggressively can trigger additional bank blocks.
3. AVS Decline - Address Verification Failure
The billing address (street number and/or ZIP) entered at checkout does not match what the card's issuing bank has on file. AVS reads numbers only - street number and ZIP are the critical fields.
Resolution:
Ask the member to re-enter their billing address exactly as it appears on their bank statement.
Common causes: recent move, billing ZIP differs from shipping ZIP, missing unit or apartment number.
If the address is correct and still declining, the member must call their bank to update the address on file.
Note: AVS mismatches often happen after a move. The member needs to update their address with their bank first, then retry or use another card.
4. CVV / Security Code Mismatch (Code 97)
The three-digit CVV on the back of the card (or four-digit on Amex front) does not match the issuer's record.
Resolution:
Ask the member to carefully re-enter the CVV - it is easy to misread.
If still mismatching, the member should call their issuing bank.
Repeated CVV mismatches on online or phone orders may indicate fraud - do not override without verifying identity.
Common Credit Card Codes - Quick Reference
Code | Message | Reason | Action |
05 | Do Not Honor | Generic bank refusal | Member calls issuer; try alternate payment |
51 | Insufficient Funds | Low balance or credit limit | Wait 24-48 hours; try alternate card |
14 | Invalid Card Number | Typo in card number | Re-enter card number |
54 | Expired Card | Card past expiration date | Ask for updated card |
41 | Lost Card | Card reported lost | Ask for different card; do not force |
43 | Stolen Card | Card reported stolen | Ask for different card; do not force |
62 | Restricted SIC or MCC | Card does not approve this type of purchase | Member calls issuer; try alternate payment |
97 | CVV Mismatch | Security code does not match | Re-enter CVV; member calls issuer |
N/A | AVS Mismatch | Billing address mismatch | Re-enter address; member updates address with bank |
ACH / BANK TRANSFER DECLINES
ACH payments pull funds directly from a member's bank account. Failures generate R-codes. Unlike credit card declines (near-instant), ACH returns take one to two banking days - unauthorized returns can take up to 60 calendar days.
Code | Reason | Retry? | What to Do |
R01 | Insufficient Funds | Yes - once; wait 3-5 days | Notify member; suggest they fund account or switch to card |
R02 | Account Closed | No | Contact member for updated bank info; do not retry closed account |
R03 | No Account / Unable to Locate | No - fix data first | Re-enter routing and account numbers into CourtReserve |
R04 | Invalid Account Number | No - fix data first | Re-enter routing and account numbers into CourtReserve |
R05 | Unauthorized Debit (Corp Code) | No - NACHA violation | Stop all retries; obtain new written authorization; re-enter ACH details in CourtReserve |
R07 | Authorization Revoked | No | Member revoked authorization; stop payments; contact member |
R08 | Payment Stopped | No | Member issued stop payment; contact member to resolve |
R09 | Uncollected Funds | Yes - wait 3-5 days | Funds present but not cleared; retry after settlement |
R10 | Not Authorized | No - NACHA violation | Immediately stop; resolve directly with member |
R16 | Account Frozen | No | Member must resolve with their bank |
R20 | Non-Transaction Account | No | Member provided savings account; collect checking account info |
R29 | Not Authorized (Corporate) | No - NACHA violation | Stop all recurring debits immediately; get new authorization; re-enter ACH details in CourtReserve |
ACH Best Practices
Never retry an unauthorized return (R05, R07, R10, R11, R29) without new written authorization - this is a National Automated Clearing House Association (NACHA) rule violation.
For R01 and R09: wait 3-5 business days before one retry. Cap at one retry.
For R02, R03, and R04: collect updated bank details. Always request a voided check - manually entered numbers are the most common source of R03 and R04 returns.
Validate bank account details at enrollment to catch errors before the first debit.
PROCESSOR AND GATEWAY ERRORS
These errors appear in CourtReserve when an issue occurs at the gateway or processor level beyond a standard bank decline. Many require action from you, the member, or our support team.
General Gateway Errors
1. Card or email in negative database
The card has been blocked by SafeSave due to excessive chargebacks against SafeSave processors.
Resolution:
Contact SafeSave with the blocked transaction details: cardholder name, amount, date, and time of sale.
SafeSave will investigate and may consult with your merchant account to determine if the card can be re-allowed.
2. Transaction not voided - already settled
This appears after initial authorization but before the gateway has fully settled with the bank. The transaction is in a pending state.
Resolution:
Wait 12-24 hours for the transaction to fully settle.
Then issue the refund. Do not attempt to void or refund while the transaction is pending.
3. Transaction not eligible for refund - use a void instead
Occurs when (1) you are attempting a partial refund and (2) the original payment has not yet settled.
Resolution:
Option A: Refund the full payment amount, then rerun the card for the correct amount.
Option B: Wait for the transaction to fully settle, then issue the partial refund.
4. Invalid ABA number
The routing number or account number entered does not match the customer name or does not correspond to an existing account. This is typically a data entry error.
Resolution:
Request a voided check from the member to confirm routing and account numbers.
Correct the payment profile and resubmit.
Note: This is a data entry or member-side error, not a CourtReserve system issue.
5. Invalid Customer Vault ID
The member was deleted from the payment gateway but still exists in CourtReserve, causing a reference mismatch.
Resolution: Submit a support request to CourtReserve. This requires a manual data fix by the Development Team.
6. Bank account already exists on this account
The same routing and account number is already attached to this member and cannot be added again.
Resolution:
Log in to your payment provider gateway (SafeSave or Stripe).
Locate the member and delete the existing billing vault entry.
The member can then re-add the bank account in CourtReserve.
7. No such charge
Typically appears after switching payment providers. The referenced transaction occurred in a previous processor that your CourtReserve account is no longer connected to.
Resolution: If processing a refund, it must be issued directly in your previous payment provider's portal. CourtReserve cannot access or refund transactions from a disconnected processor.
SafeSave-Specific Errors
Contact SafeSave Support: [email protected]
1. Invalid transaction
A bank-level decline. The issuing bank rejected the transaction. SafeSave can pull more details on the specific bank response.
Resolution:
Reach out to SafeSave support with the transaction details for a more specific decline reason.
The member should also contact their bank for more information.
Note: This is not a CourtReserve system issue.
2. Transaction not allowed - issuer declined MCC
The member's bank is declining this specific transaction because the bank has restricted the card from certain merchant categories.
Resolution: The member must contact their issuing bank directly. CourtReserve and SafeSave cannot override an issuer MCC restriction.
3. Error processing transaction - contact customer service
A SafeSave-side processing error, not a standard bank decline.
Resolution: Contact SafeSave support at [email protected] with the transaction details. CourtReserve support can assist with escalation if needed.
4. Purchase return authorization failed - invalid credit card
The credit card is no longer valid. The member most likely canceled or replaced their card.
Resolution: Reach out to the member to collect updated payment information. Have them add a new card in CourtReserve before retrying.
5. Transaction not allowed - illegal transaction (fraud / card eligibility)
The bank has flagged this card for suspected fraud or card type ineligibility. The exact reason is not disclosed by the bank to SafeSave or CourtReserve.
Resolution:
The member must contact their issuing bank to determine what is blocking the card.
Do not retry until the member confirms with their bank.
If the member believes this is an error, their bank can remove the flag.
6. Transaction not allowed - illegal transaction (bank-side card issue)
The bank has communicated an issue with the card specifically. This could be a fraud flag, card restriction, or another bank-side condition.
Resolution: The member must contact their bank. The exact issue is not communicated to SafeSave or CourtReserve - the bank is the only party with full details.
7. Amount exceeds maximum ticket allowed
The transaction amount exceeds the per-sale limit configured on your SafeSave merchant account.
Resolution: Contact SafeSave support at [email protected] to request an increase to your maximum ticket limit. This is a merchant account configuration change, not a card issue.
8. Specified API key not found
SafeSave cannot locate the API key associated with your account. This is a configuration or credential issue.
Resolution: Contact SafeSave support and CourtReserve support - this may require re-linking your SafeSave credentials in CourtReserve settings.
9. CK payment type / currency USD not accepted
ACH/eCheck payments are not enabled on your SafeSave merchant account.
Resolution: Contact SafeSave support to enable ACH/eCheck on your merchant account, or log in to your SafeSave portal and enable this payment type in your settings. Until resolved, members cannot pay via bank transfer on your account.
Stripe Declines
Contact Stripe Support: [email protected]
Stripe Code | Meaning | Action |
insufficient_funds | Balance or credit limit too low | Ask for alternate card; retry after 24-48 hours |
card_declined | Generic issuer decline | Member calls number on back of card |
incorrect_cvc | CVV/CVC entered is wrong | Re-enter CVV carefully |
incorrect_zip | ZIP code does not match issuer records | Re-enter correct billing ZIP |
expired_card | Card past expiration date | Update card on file |
lost_card | Card reported lost | Request different payment method; do not force |
stolen_card | Card reported stolen | Request different payment method; do not force |
fraudulent | Stripe fraud detection flagged transaction | Do not disclose reason; present as generic decline; escalate if recurring |
do_not_honor | Issuer declined without explanation | Member contacts issuer; suggest alternate payment |
card_velocity_exceeded | Too many charges in short period | Wait before retrying; member contacts issuer |
processing_error | Temporary Stripe processing error | Retry once immediately; escalate if it persists |
Note: For fraudulent declines, never tell the member that fraud was detected. Simply say the payment did not go through and ask for a different method.
Note: All transactions are visible in your Stripe dashboard at dashboard.stripe.com. Avoid processing a refund or payment directly in the Stripe dashboard unless absolutely necessary - this will not reflect in CourtReserve.
CardConnect Declines
Contact CardConnect Support: [email protected]
Code / Scenario | Meaning | Action |
05 - Do Not Honor | Generic issuer decline | Member calls issuer; try alternate payment |
51 - Insufficient Funds | Low balance or credit | Same resolution as Code 51 above |
54 - Expired Card | Card is expired | Update card on file |
57 - Trans. Not Permitted | Transaction type not allowed on this card | Request different card; contact CardConnect if recurring |
65 - Exceeds Limit | Exceeds single-transaction limit | Split transaction or member raises bank limit |
Invalid Merchant ID | Merchant ID not recognized | Contact CourtReserve support - credentials may need refresh |
Gateway Timeout | CardConnect gateway unreachable | Retry once; contact CourtReserve support if it persists |
TSYS CARD READER ISSUES
Clubs with a physical TSYS card reader configured via SafeSave process in-person payments through the terminal. The following are the most common terminal errors and resolution steps.
Error / Code | Meaning | Steps to Resolve |
DECLINED - CONTACT BANK (05) | Generic issuer decline | Member calls issuer; try different card |
DECLINED - CONTACT BANK (41) | Lost card reported | Do not retain card; ask for different payment |
DECLINED - CONTACT BANK (43) | Stolen card reported | Do not retain card; ask for different payment; do not force |
51 - INSUFFICIENT FUNDS | Balance or credit limit exceeded | Try a different card; member contacts bank |
54 - EXPIRED CARD | Card past expiration | Ask for updated card |
55 - INVALID PIN | Incorrect PIN entered; card may be locked | Member contacts issuer to unlock; try credit (no-PIN) mode |
57 - INVALID TRANSACTION | Transaction type not permitted on card | Ask for different card; contact CourtReserve support if recurring |
58 - TRAN NOT ALLOWED | Transaction not permitted on this terminal | Do not force; contact SafeSave support - terminal configuration issue |
Code 19 - Re-enter | Terminal needs re-initialization | Restart transaction; contact SafeSave support if it persists |
39 - NO CREDIT ACCOUNT | No credit account linked to card | Member uses a different card |
SYSTEM ERROR (36 / 42) | Terminal or network error | Restart reader; check network connection; retry |
Terminal Timeout | Terminal lost connection to processor | Reboot terminal; check internet; contact CourtReserve support |
Chip Read Error | Card chip could not be read | Try swipe fallback; or manually key if permitted; reinsert chip slowly |
TSYS Quick Troubleshooting Checklist
Verify the terminal is connected to the internet (Wi-Fi or ethernet).
Restart the terminal if you see repeated System Errors or timeouts.
Check that the V-number, terminal number, and ABA number are correctly configured in SafeSave.
For PIN errors, ask the member to try credit mode (no PIN required).
For chip errors, try the swipe fallback. If swipe also fails, manually key the card number if your settings permit.
For Tran Not Allowed (58): do not force. Contact SafeSave support.
Note: For any TSYS reader error not resolved by a restart or network check, contact SafeSave support with the full error code and time of occurrence.
BEST PRACTICES
Talking to Members About Declines
Use neutral language: "Your bank flagged this transaction" - not "your card was rejected."
Keep decline conversations private - never discuss details in front of other members.
The fastest resolution path: member calls the number on the back of their card.
Offer to hold a reservation or membership spot while they resolve the issue.
Reducing Declines Over Time
Prompt members to update payment methods before card expiration.
Collect a voided check when there is an ACH payment issue to confirm bank details.
For recurring billing, run charges early in the cycle when member balances are typically higher.
Monitor decline rates in CourtReserve reporting - a spike in one code often signals a fixable issue.
When to Contact CourtReserve Support
Contact CourtReserve support in the following situations:
You are receiving declines for every transaction.
The same decline code is appearing across multiple members (may indicate a CourtReserve system issue).
An Invalid Customer Vault ID error has appeared - this requires a Development Team task.
An error is not listed in this guide and you need additional guidance.
Email CourtReserve Support at [email protected]