Category: Payments & Transactions
Applies to: Credit and debit card payments
Overview
A declined transaction means the payment was not approved.
Card declines can occur for several reasons, including insufficient funds, incorrect card information, security restrictions, or temporary communication problems.
Step 1: Read the Terminal Message
Review the message displayed on the terminal.
Common messages include:
Declined
Insufficient Funds
Invalid PIN
Expired Card
Do Not Honor
Transaction Not Permitted
Communication Error
Different messages may require different actions.
Step 2: Check the Payment Method
If appropriate:
Ask the customer to check whether the card is expired.
Verify that the card is inserted, tapped, or swiped correctly.
Allow the customer to retry an incorrect PIN.
Try another supported card-reading method if the terminal allows it.
Do not repeatedly attempt a card that the issuing bank continues to decline.
Step 3: Ask for Another Payment Method
If the issuing bank declines the payment, the customer may need to:
Use another card
Contact their bank
Use another accepted payment method
The cardholder's bank is often best positioned to explain an issuer decline.
Step 4: Check for Terminal Issues
If multiple customers are experiencing payment failures:
Confirm the terminal is connected to the internet.
Check for a communication or host error.
Restart the terminal if no transaction is in progress.
Contact Verova Payments if the issue continues.
What Does "Do Not Honor" Mean?
This generally indicates that the card issuer has declined the transaction without providing a detailed reason to the merchant.
Ask the customer to contact their card issuer or use another payment method.
Important Security Reminders
Never ask a customer to disclose their card PIN.
Do not write down or store card security codes.
Do not repeatedly retry a declined payment to bypass issuer restrictions.
Verify the previous transaction status if a connection error occurred before attempting it again.
Need Assistance?
Verova Payments Support
+1 (833) 925-6999 — Option 2
Have the terminal model, error message, approximate transaction time, and amount available.
Do not email full card numbers or sensitive authentication information.
Verova Payments | Merchant Help Center