Why is my payment refused?

How to check my refused payment

We start by going to the 'Payments' view which can be found in the Customer Area under 'Transactions'.

Here you select a refused payment for which you want to know the refusal reason.

In this example, the acquirer response is the refusal reason.

You can find this on the payment page under ‘processing’.

For a full overview of the possible refusal reasons you can take a look at our “Refusal Reasons” documentation.

A refused payment can also be blocked by our risk engine. In this case the fraud score on the side of the payment page will show a score higher than 100 and the refusal reason on the transaction page will show fraud. To check the refusal reason for a specific payment caused by its fraud score, you will have to navigate to the relevant payment page and click on the number next to ‘Fraud Scoring’ .

This will bring you to the Risk results page which shows you which rules were triggered.

It is helpful to note that when the fraud score is 100 or more, the transaction will be automatically refused. You can change the calculation for a fraud score, or disable fraud score criteria under Risk and Risk profiles.

Please take care when changing settings, as if this is done incorrectly you may cause all payments to be refused.

If there are no refusal reasons showing in the customer area it means your customer must check with their bank to understand why their transaction got refused.