Why did my payment fail: chargeback reasons – Sendcloud Help Centre

Purpose: learn why your payment didn't go through and how to fix this.

There could be multiple reasons why a payment doesn't go through. These reasons will be displayed in the form of a payment response code. You can find a description of these codes and how to fix the error in the table below.

Chargeback reasons SEPA:

Reason (code)	Description	How to fix it
AC01 Incorrect Account Number	Format of the account number specified was not correct	Settle a new direct debit. Make sure to double check your account number before entering it. Click here to read more on how to connect a bank account number. Click here to read more on how to complete the payment.
AC04 Closed Account Number	Bank has closed the account	You’ve used an account number that has been closed by the bank. In order to continue shipping, we request you to settle a new direct debit. You can do so at: Click here to read more on how to connect a bank account number. Click here to read more on how to complete the payment.
AC06 Blocked Account	The IBAN we tried to collect from has been blocked for this transaction.	Please check if you’ve set certain blockers for Direct Debit transactions; think of maximum amounts or restricted parties. Please check your bank account settings. Click here to read more on how to complete the payment.
AC13 Debtor account is consumer account	The direct debit failed, because the debtor account is a consumer account	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
SL01 Specific Service offered by Debtor Agent	The bank refused the direct debit. Your bank may refuse a transaction when your daily limit has been reached or if direct debits from the account have been blocked.	A new account needs to be linked. Please set a new direct debit with a different account. Click here to read more on how to connect a bank account number Click here to read more on how to complete the payment.
MD01 No Mandate	The mandate was invalid. There are several reasons why a mandate could be invalid: 1. The transaction was recurring (RCUR), but there was never a first transaction (FRST) 2. The mandate expired after 36 months 3. There’s no correct mandate	Please re-enable your Direct Debit. In your Sendcloud account. Click here to read more on how to connect a bank account number Click here to read more on how to complete the payment.
MD02 Mandate missing or incorrect	The direct debit failed for this invoice, because the mandate was missing or incorrect	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
MD06 Disputed authorised transaction	Unfortunately, the payment failed for this invoice.	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.
MD07 End Customer Deceased	The direct debit failed because this bank account was closed.	Please add a new bank account and try to pay the invoice again. Click here to read more on how to connect a bank account number. Click here to read more on how to complete the payment.
AG01 Transaction Forbidden	Direct Debit is forbidden on this account for regulatory reasons. For instance; savings account details entered.	Please set a new direct debit with a different account. Click here to read more on how to connect a bank account number. Click here to read more on how to complete the payment.
AM04 Insufficient Funds	There were insufficient funds to complete the payment	Please link a new bank account or increase funds on your bank account. Click here to read more on how to complete the payment.
RC01 Invalid BIC	The direct debit failed due to an incorrect BIC number	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
RR01 Missing debtor account or identification	The direct debit failed for this invoice, because the debtor account or identification required for regulatory requirements is insufficient or missing	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
RR02 Missing debtor name or address	The direct debit failed for this invoice, because the specification of Debtor name or address required for regulatory requirements is insufficient or missing	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
RR03 Missing creditor name or address	The direct debit failed for this invoice, because the creditor name or address required for regulatory requirements is insufficient or missing	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
RR04 Regulatory reason	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again.Click here to read more on how to complete the payment.
BE01 Debtor’s name does not match with the account holder's name	The payment failed for this invoice, because the debtor’s name does not match with the account holder's name	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
MS02 Debtor refuses collection	Unfortunately, the direct debit failed due to an unknown reason	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
MS03 Reason not specified	Unfortunately, the direct debit failed for this invoice	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.

Chargeback reasons VISA:

Reason (code)	Description	How to fix it
10.1 / 10.2 / 10.3 / 10.4	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again.Click here to read more on how to complete the payment.
11.1 / 11.2 / 11.3	Authorization error: unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
12.2 / 12.3	Unfortunately, the payment failed for this invoice. This error is related to an incorrect transaction code or an incorrect currency	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
12.4	Unfortunately, the payment failed for this invoice due to an incorrect Account Number.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
12.5 / 12.6 / 12.7	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
13.1	Unfortunately, the payment failed for this invoice.	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.
13.2 / 13.3 / 13.5 / 13.6 / 13.7 / 13.8	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.

Chargeback reasons Mastercard:

Reason (code)	Description	How to fix it
4837 / 4840 / 4863 / 4870 / 4871	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
4999	Unfortunately, the payment failed for this invoice.	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.
4835	Unfortunately, the payment failed because this card expired.	Please try to pay this invoice with a different card. Click here to read more on how to complete the payment.
4807 / 4808 / 4812	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
4831 / 4834 / 4842 / 4846	Unfortunately, the payment failed for this invoice.	Please contact your bank and try to pay the invoice again. Click here to read more on how to complete the payment.
4853	Unfortunately, the payment failed for this invoice.	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.

Chargeback reasons BACS:

Reason (code)	Description	How to fix it
2 Payer deceased	The direct debit failed, because this bank account was closed	Please add a new bank account and try to pay the invoice again. Click here to read more on how to connect a bank account number
3 / 4 / 5 / B	The direct debit failed, because this bank account was closed	Please add a new bank account and try to pay the invoice again. Click here to read more on how to connect a bank account number. Click here to read more on how to complete the payment.
L Incorrect payer's account details	The direct debit failed due to an error in the bank account details	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
O Invalid reference	The direct debit failed, because of an invalid reference	Please add a new bank account and try to pay the invoice again. Click here to read more on how to complete the payment.
P Payer's name not present	The direct debit failed due to an error in the name of the bank account holder	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
Q / F	The direct debit failed for this invoice	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
G	The direct debit failed because the bank account is blocked for direct debit	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
N / 1	The direct debit failed for this invoice	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.
6 / H / K	The direct debit failed for this invoice	Please check your information and try to make the payment again. Click here to read more on how to complete the payment.
0 / 1 / D	The direct debit failed for this invoice	If this is not known to you please contact your bank, for any other question about this invoice contact our support team via the support form. Click here to read more on how to complete the payment.
E / R	The direct debit failed for this invoice	Please check your information and try to make the payment again. Click here to read more on how to complete the payment. Click here to read more on how to complete the payment.

How to link a (new) bank account number:

Go to your Account > Financial & Invoices > Direct Debit
Make sure to cancel your initial Direct Debit if applicable
After it's been disconnected, you can link a new bank account number.

How to pay an invoice after it failed:

Go to your Account > Financial & Invoices
Open the invoice in question by clicking the View details button
Use the payment button to complete the payment

Keep in mind that Sendcloud only shows the codes received by our payment processor. If something went wrong with the payment, it'll have to be fixed with the bank or in your Financial settings. Please follow the instructions in the “How to fix it” column.

Related articles:

→ (Via Mollie:) Why did my SEPA direct debit payment fail?

→ How do we charge & invoice your shipments?

→ How do I change my bank account number?