Declined Transactions & Transaction errors

Understanding and resolving transaction errors

Introduction

Transaction declines can disrupt sales and frustrate both businesses and customers. Whether at checkout, during a recurring payment or when processing refunds, these errors cause uncertainty. Identifying the reason behind a failed transaction allows merchants to take quick action and improve the customer experience.

Payments go through several approval steps before completion. Declines can happen due to insufficient funds, card restrictions or technical failures. This guide explains common transaction errors on myPOS devices, their causes and solutions.

What is a transaction error?

A transaction error happens when a payment attempt cannot be completed due to problems with the card, the issuing bank, the payment terminal or the processing network. Each error comes with a specific code and message explaining the reason for the decline. Understanding these codes helps merchants determine whether to retry the transaction, guide the customer or seek support.

Types of transaction errors

Transaction errors generally fall into the following categories:

• Card-related errors – Issues with the cardholder’s payment method, such as insufficient funds, an expired card or incorrect PIN entry.
• Issuer restrictions – The issuing bank has blocked the transaction due to account limitations or security reasons.
• Terminal-related errors – The myPOS terminal settings prevent certain types of transactions.
• Technical or network issues – Problems with encryption, authentication or communication between the card, terminal, and bank.

Below is a list of the most common transaction errors and their solutions.

List of common myPOS transaction errors

Card-related errors

• 04 – Capture card The card is reported as stolen or compromised. Do not attempt the transaction. Ask the customer to contact their issuer and use a different card.
• 41 – Lost card The cardholder has reported the card as lost. Do not proceed. Advise the customer to contact their bank.
• 43 – Stolen card This card is flagged as stolen. Do not complete the transaction. Ask the customer to contact their issuer.
• 51 – Insufficient funds The account does not have enough funds. Suggest another payment method or advise the customer to contact their bank.
• 54 – Expired card The card is past its expiration date. The customer should use another card or request a replacement from their bank.
• 55 – Incorrect PIN The PIN entered is incorrect. Ask the customer to try again. If the issue persists, they should contact their bank.
• 65 – Exceeds Withdrawal Frequency The number of transactions allowed for the card has been exceeded. Advise the customer to contact their bank.
• 75 – PIN tries exceeded The incorrect PIN was entered too many times, locking the card. The customer should contact their bank or use a different payment method.

Issuer restrictions

• 57 – Transaction not permitted by issuer The issuing bank does not allow this type of transaction. The customer should contact their bank or use another card.
• 61 – Exceeds withdrawal limit The transaction amount is above the cardholder’s limit. They need to contact their bank or use another card.
• 62 – Restricted card The card has limitations set by the issuer. The customer should check with their bank.
• 63 – Security violation A security issue has been detected. The customer must contact their issuer for details.

Terminal-related errors

• 58 – Transaction not permitted on terminal The POS terminal is restricted from processing this transaction type. Merchants should review their myPOS account settings and check for restrictions on funds, void transactions or top-ups.

Technical or network errors

• AF/TR/TR-02/TR-11/CC/EE – Transaction declined Possible causes include:
  • The card was removed too quickly, interrupting the approval process.
  • The POS terminal could not encrypt the message or process the transaction.
  • The card type was not recognised.
  • Invalid PIN format.
  • Invalid transaction data.
  • Missing merchant or terminal information.
  • The card currency does not match the terminal currency.
  • The issuer approved the transaction, but the card denied it.
  • The customer accidentally cancelled the transaction by pressing the wrong button.
  • Encryption error.

Try the transaction again. If the issue persists, check the terminal connection or use another payment method or a different card.

• PE – Invalid pre-authorization code The pre-authorization code entered is incorrect. Re-enter the correct code.

What to do when a transaction is declined

When a transaction fails on a myPOS device, take the following steps:

1. Identify the error code Check the message displayed on the terminal.
2. Inform the customer Explain why the transaction was declined and suggest possible solutions, such as using another card or contacting their bank.
3. Retry the payment If the issue is temporary, attempt the transaction again.
4. Offer an alternative payment method If the card is still declined, provide another way to pay.
5. Check device settings If the issue is terminal-related, review the myPOS account for any restrictions.
6. Seek assistance Contact myPOS support if the problem persists.

Conclusion

Transaction errors can slow down sales, but understanding their causes helps merchants act quickly. By recognizing error codes and taking the right steps, businesses can provide a smoother payment experience and minimize lost transactions.

If you need help with any of these steps, please do not hesitate to contact us at help@mypos.com