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. |
*If you are with Bunq or Knab, you need to approve every SEPA payment at your bank. If you have not yet done so, you will receive this error message.
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. |
Chargeback reasons Cartes bancaires:
|
Reason (code) |
Description |
How to fix it |
|
45 Fraud -Disputed transaction |
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. |
How to link a (new) bank account number:
- Go to your Account > Billing > 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 > Billing
- Open the invoice in question by clicking the
View detailsbutton - 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?