---
title: Understanding Failed Credit Card Payments
description: "When a payment fails on TOOLBX, the system may include a decline code (e.g., 05) and/or a reason (e.g., Do Not Honor).\nThese responses originate from the customer’s bank (issuer) or the payment network. This guide helps you:\nUnderstand what the decline means\nCommunicate clearly with your customer\nTake the right next step to recover the payment"
---
[Skip to content](https://support.toolbx.com/understanding-failed-credit-card-payments#main-content)
English
Show submenu for translations
Open main navigation
Close main navigation
- English
Show submenu for translations
- [Contact us](mailto:support@toolbx.com)
[Contact us](mailto:support@toolbx.com)
How can we help you?
- There are no suggestions because the search field is empty.
1. [TOOLBX Help Center](https://support.toolbx.com/)
2. [Payments](https://support.toolbx.com/payments)
March 24, 2026
# Understanding Failed Credit Card Payments
## This article outlines the typical reasons a credit card payment fails and the recommended course of action.
When a payment fails on TOOLBX, the system may include a **decline code** (e.g., 05) and/or a **reason** (e.g., *Do Not Honor*).
These responses originate from the customer’s bank (issuer) or the payment network. This guide helps you:
- Understand what the decline means
- Communicate clearly with your customer
- Take the right next step to recover the payment
#### **How to Use This Guide**
1. Locate the **decline code or reason** in your TOOLBX notification
2. Find the matching entry below
3. Use the **recommended message** when speaking with your customer
4. Follow the **suggested action** to resolve the issue
#### **1. Bank Declines (Most Common)**
These account for the majority of failed payments and are **controlled by the customer’s bank**, not TOOLBX.
| **Code** | **Reason** | **Meaning** | **What to Tell Customer** | **Recommended Action** |
| --- | --- | --- | --- | --- |
| 05 | Do Not Honor | Generic bank decline | "Your bank declined the transaction for security reasons." | Retry once, then call bank or use another card |
| Refused | Refused | Generic decline | "Your bank declined the transaction." | Retry or use another card |
| 57 | Transaction Not Permitted | Card blocked for this type | "Your bank is blocking this type of purchase." | Contact bank |
| 62 | Restricted Card | Card cannot be used | "This card can’t be used for this transaction." | Try another card |
**Key takeaway:** TOOLBX cannot override these declines.
#### **2. Insufficient Funds & Limits**
| **Code** | **Reason** | **Meaning** | **What to Tell Customer** | **Action** |
| --- | --- | --- | --- | --- |
| 51 | Insufficient Funds | Not enough balance | "There aren’t enough funds available." | Use another card |
| 61 | Exceeds Limit | Card limit reached | "The amount exceeds your card limit." | Try smaller amount or new card |
| 65 | Activity Limit Exceeded | Too many attempts | "Too many attempts were made." | Wait and retry |
#### **3. Card Detail Errors**
| **Code** | **Reason** | **Meaning** | **What to Tell Customer** | **Action** |
| --- | --- | --- | --- | --- |
| 14 | Invalid Card Number | Incorrect number | "The card number entered is invalid." | Re-enter details |
| Invalid CVC | CVV mismatch | Wrong security code | "The security code didn’t match." | Re-enter |
| Invalid Expiry | Expiry incorrect | Wrong expiry date | "The expiry date is incorrect." | Re-enter |
| 54 | Expired Card | Card expired | "This card is expired." | Use the updated card |
**Tip:** These are the easiest to fix and often succeed on retry.
#### **4. Fraud & Verification (3D Secure)**
| **Code / Reason** | **Meaning** | **What to Tell Customer** | **Action** |
| --- | --- | --- | --- |
| 59 | Suspected Fraud | "Your bank flagged this transaction as suspicious." | Contact bank |
| 3D Secure Required | Verification needed | "Your bank requires a quick verification step." | Retry and complete verification |
| 3D Secure Failed 3DSecure Not Authenticated | Verification failed Authentication not completed | "The verification step wasn’t completed." “Please register your info in your issuer's website or contact your issuer.” | Retry or contact Issuer Contact Issuer |
#### **5. Temporary / System Issues**
| **Code** | **Reason** | **Meaning** | **What to Tell Customer** | **Action** |
| --- | --- | --- | --- | --- |
| 91 | Issuer Unavailable | Bank didn’t respond | "Your bank didn’t respond. Please try again." | Retry |
| 96 | System Malfunction | Network issue | "There was a temporary processing issue." | Retry |
| Error | Processing Error | Temporary issue | "There was a temporary issue processing the payment." | Retry |
#### **Recommended Best Practices**
- Retry the payment **once** before escalating
- Avoid multiple rapid retries (can increase declines)
- Ask the customer to **contact their bank** for persistent declines
- Suggest using a **different card** if issues continue
#### **What This Means for Your Business**
- Most payment failures are caused by **customer bank decisions**
- TOOLBX cannot override issuer declines
- Clear communication can significantly improve payment recovery
#### **Need Help?**
If you continue to experience issues or see unusual patterns in payment failures, please contact [TOOLBX Support](mailto:support@toolbx.com).
*This guide is based on standard payment network responses and is designed to simplify communication. Exact reasons for declines may vary depending on the customer’s bank.*
- [Getting started](https://support.toolbx.com/getting-started)
- [Release notes](https://support.toolbx.com/release-notes)
- [Toolbx Admin](https://support.toolbx.com/toolbx-admin)
- [Storefront](https://support.toolbx.com/storefront)
- [Quotes](https://support.toolbx.com/quotes)
- [Payments](https://support.toolbx.com/payments)
- [Products & catalog management](https://support.toolbx.com/products-catalog-management#main-content)
- [Product setup & details](https://support.toolbx.com/products-catalog-management#product-setup-details)
- [Catalog management](https://support.toolbx.com/products-catalog-management#catalog-management)
- [Google Shopping & Local Listings](https://support.toolbx.com/products-catalog-management#google-shopping-local-listings)
- [Customers](https://support.toolbx.com/customers)
- [Documents](https://support.toolbx.com/documents)
- [Fraud & risk management](https://support.toolbx.com/fraud-risk-management)
- [Dispute management](https://support.toolbx.com/dispute-management)
- [Taxes](https://support.toolbx.com/taxes)
- [ACH](https://support.toolbx.com/ach)
[](https://www.toolbx.com)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, Toolbx