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How to resolve PayBridge payment gateway errors

If there is an issue with the processing of a PayBridge payment, a status error will appear in Transactions.

The table below can help you understand the possible cause of the error, what the error message means and how to possibly resolve the issue.

View PayBridge status error

Log in to NightsBridge

Please look at our tutorial on How To Login to NightsBridge if you need a reminder.

Go to Transactions

Click Payments in the menu on the left.

Check the Success message for any errors

Payment status errors

Error message What it means What to do next
Denied   The transaction didn't go through for various reasons.
  • Ask your guest to check with their bank.
  • You can send the guest the PayBridge link to attempt payment again. 
Please call/Error 4/Error 5 This may appear on payment notification slip.
  • Your guest needs to contact their bank for authorisation.
  • Once the authorisation has been done, process the payment again.
Hot card This card has been reported as stolen or has been cancelled/lost.
  • Do not panic! 
  • Inform the guest that the card was declined and request they pay by cash or EFT.
Card Blocked No payment was deducted from the card because the it's been blocked by their bank for up to 30 days.
  • Notify the guest that their card has been blocked.
  • Ask for alternative card details or arrange alternative means of payment.
  • Alternatively, you can re-try the card on the "Blocked until" date given in an email.
Unknown result  Unknown.
  • Please contact NightsBridge on 087 195 3189 / 087 943 6035 to check if there are any errors for the Payment ID. 
[255] Format error/ Invalid authentication data - 
  • The card can't buy things online. 
  • Needs a physical card machine to enter the pin.
  • PayBridge only process cards that can transact online.

 

  • Ask the guest if they have another card they can use to process on the card link. 
  • Otherwise recommend an EFT payment. 
Invalid card date The expiry date may be incorrect.
  • Check expiry date as it may be incorrect. 
  • You can send the guest the PayBridge link to attempt payment again. 
Connection to the Acquirer is down   . This means the cardholder's bank was down.
  • Try transaction a little later.
Missing PAN No credit card number has been entered. 
  • Check credit card number to confirm if it was entered correctly.
  • You can send the guest the PayBridge link to attempt payment again. 
Invalid PAN  Credit card number not entered correctly. There may be spaces in between number.
  • Check credit card details to confirm if it was entered correctly.
  • You can send the guest the PayBridge link to attempt payment again. 
Invalid track2  The details provided do not match what is stored on the magnetic strip and the cardholder's bank.
  • Ensure the information is entered correctly and confirm details with the bank.
  • You can send the guest the PayBridge link to attempt payment again. 
1 Timeout waiting for response Connection timed out.
  •  Try to process the payment again later.
  •  You can send the guest the PayBridge link to attempt payment again. 
No data  The credit card information submitted is incomplete or incorrect.
  • Make sure that an email address and phone number for the guest are loaded on the system.
No data found It could be that the card is a debit or cheque card.
  • Try a different card (PayBridge only accepts credit cards).
  • If the problem persists, please contact NightsBridge on 087 195 3189 / 087 943 6035. 
Duplicate transmission  Duplicate transactions are submitted to the bank on the same card.
  • Manually process the transaction again after a few minutes.
  • You can send the guest the PayBridge link to attempt payment again. 
Invalid account selection (Code:42 - No universal account ) The transaction was declined by the issuing bank as the account type is not valid for this card number.
  • Ask your guest to check with their bank.
  • You can send the guest the PayBridge link to attempt payment again. 
Unable to process the transaction The credit card information submitted is incomplete or incorrect. This usually occurs with Agoda ePass cards.
  • Card name or expiry date is incorrect - needs to be exactly the same details on the card.
  • Property can double check if they are enabled for ePass on their Agoda extranet (might have been disabled).
Transaction Declined - Code: 999. Process reject, try again There was an interruption between the PayGate and Nedbank link which caused this transaction to fail at the time.
  • Retry the transaction.
Gateway: 3dSecure - 3dSecure Process failed (Unsuccessful 3D, but Enrolled = Y) You do not accept the card type being used, e.g. Amex or Diners. 
Gateway: paybridgevcaps - Please call (Successful 3D Secure) You do not accept the card type being used, e.g. Amex or Diners. 
Gateway: paybridge - Contactless not allowed (not 3D Secure) Exceeds withdrawal frequency limit (The card was swiped more than the daily number of transactions allowed)

  • Advise the booker to contact their bank and get their frequency limit increased.

     

Refund errors

Error message What it means What to do next
Paybridge - Initial Credit not supported for PIN debit cards for acquirer NBPostilionBICISONBSouthAfrica - PayBridge is not able to refund certain debit cards. The property should refund the guest directly.
Previous Article How to use the PayBridge link for manual bookings if you have a BridgeConnect PMS integration
Next Article How to find the credit card details of a guest

Managing credit card payments

Credit card payments and transactions 11
Fraud 7
Payment gateway settings 2
Virtual cards with extranets 3