Overview
Declines that can often be resolved by the customer retrying with another card, ensuring correct input, or sufficient funds.
Note: The error or decline code is only prompted in the Maya Terminal, where the Maya ONE App is installed.
For ECR-integrated setup, Maya Terminal sends a decline response, with a command status
Rfor Rejected, to the connected Electronic Cash Register (ECR).
Declines Requiring Customer Retry or Use Another Card
Insufficient Funds
Cause and Impact:
The cardholder’s account does not have sufficient balance to complete the transaction. The payment will be declined, and no funds will be captured.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2051 | Insufficient funds |
RC 51 | Insufficient funds |
PY0105 | Account has insufficient balance to perform this transaction. |
Recommended Handling:
Prompt the customer to use another card or retry the transaction once the account has sufficient balance.
Account Number Will Not Be Honored
Cause and Impact:
The card or account number provided is invalid or no longer honored by the issuer. The transaction request cannot proceed.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2572 | Account number will not be honored |
PY0044 | Payment is invalid. |
Recommended Handling:
Advise the customer to verify their card details or use another valid card.
Lost Card
Cause and Impact:
The transaction was declined because the card has been reported lost by the cardholder. The issuer blocks all transactions for this card.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2041 | Lost card |
PY0119 | Issuer declined card or account. |
Recommended Handling:
Do not retry the transaction. Advise the customer to contact their issuing bank for assistance.
Transaction Blocked by Acquirer
Cause and Impact:
The acquirer blocked the transaction due to suspected fraud or risk triggers.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
ACQ084 | Transaction was blocked by the Acquirer |
PY0138 | Acquirer decline. |
Recommended Handling:
Advise the customer to contact their bank. If issue persists, escalate to Maya Support with the full transaction logs.
Expired Card
Cause and Impact:
The card’s expiration date has passed. The issuer no longer honors the card.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2054 | Expired card |
PY0121 | Card is expired. |
Recommended Handling:
Advise the customer to use a valid, non-expired card.
Inactive Card
Cause and Impact:
The card is inactive or not yet activated. The issuer will not authorize the transaction.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2046 | Declined – Inactive Card |
PY0117 | Card is invalid. |
Recommended Handling:
Inform the customer that the card is inactive. Recommend contacting their bank to activate the card before retrying.
Issuer Stop Authorization Requests
Cause and Impact:
The issuer has instructed acquirers to stop authorization attempts for this card, possibly due to account issues or closure.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
ACQ504 | Issuer instructed to stop authorization requests for this card. |
PY0119 | Issuer declined card or account. |
Recommended Handling:
Do not retry. Suggest the customer contact their issuing bank.
Issuer Decline Limit Exceeded
Cause and Impact:
The issuer has limited the number of authorization attempts for this card. The cardholder’s account may have reached its usage or transaction limit.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
ACQ505 | Issuer Decline Limit Exceeded |
PY0123 | Account limit exceeded. |
Recommended Handling:
Advise the customer to use another card or retry after the issuer resets the limit.
Withdrawal / Transaction Amount Limit Exceeded
Cause and Impact:
The cardholder has reached the issuer’s transaction or withdrawal limit. The issuer blocks further transactions until the limit resets.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2061 | Withdrawal/Transaction amount limit exceeded |
PY0123 | Account limit exceeded. |
Recommended handling:
Advise the customer to reduce the transaction amount or retry after the issuer resets the transaction limit.
Card Network Blocked Further Authorization Requests
Cause and Impact:
The card networks (e.g., Visa, Mastercard) have blocked further authorization attempts for this card due to prior declines or potential fraud.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
ACQ506 | Card networks prohibit further authorization requests for this card. |
PY0120 | Issuer decline. |
Recommended Handling:
Do not retry the transaction. Recommend the customer to use a different card or contact their issuer.
Acquirer High-Risk Decline
Cause and Impact:
The payment gateway or acquirer declined the transaction due to high-risk detection or due to fraud risk scoring (e.g., Kount’s decision).
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
| N/A | Error is raised by Payment Gateway |
PY0101 | Acquirer decline due to high risk. |
Recommended Handling:
Advise the customer to use a different card or payment method. If the decline persists across cards, escalate to Maya Support with risk logs.
Issuer Suspected Fraud
Cause and Impact:
The issuer declined the transaction due to suspected fraudulent activity detected by their internal systems.
Possible Maya ONE App Error:
| Error Code | Message |
|---|---|
2059 | Issuer suspected fraud |
PY0137 | Decline due to high risk. |
Recommended Handling:
Do not retry immediately. Recommend the customer to contact their bank to confirm the legitimacy of the transaction.
FAQs
Q: Are decline errors caused by the ECR or terminal setup?
A: No. These declines usually come from the card issuer or network and are part of normal payment validation. However, verifying connectivity and correct ECR-terminal integration helps rule out communication-related declines.
Q: Should I retry the same transaction automatically when the error requires the customer to retry?
A: No. To avoid duplicate charges, do not retry automatically. Ask the customer to reinsert, tap, or swipe their card after verifying that the terminal and card are in good condition.
Q: How should I advise the customer when this happens?
A: Politely inform them that their bank has declined the transaction. Suggest they try again later or use another card.
Q: Can I check why the card was declined?
A: Yes. Refer to the Error Code and Message displayed on the Maya Terminal. The prompt message will indicate if the issue is due to insufficient funds, invalid card details, expired card, or temporary issuer unavailability.
Next Steps
When encountering Customer Retry or Use Another Card declines:
- Observe the Decline Details
- Check the displayed error code and message on the terminal (e.g.,
PY0120 – Issuer DeclineorPY0116 – Transaction Could Not Be Completed).
- Check the displayed error code and message on the terminal (e.g.,
- Verify Terminal and Card Readiness
- Ensure the card is inserted or tapped properly.
- Confirm the terminal’s network connection is stable.
- If applicable, restart the Maya ONE App and retry.
- Advise the Customer
- Explain that the decline was from their issuing bank or card network.
- Suggest retrying after a few minutes or using another card or payment method.
- Document the Decline
- Record the transaction timestamp, error code, and terminal ID for traceability.
- If persistent or widespread, email [email protected] providing the following details:
- Terminal Type (Sunmi / PAX / PAX Lite)
- Merchant and Terminal IDs
- Error message or code
- Screenshot or log excerpt