2. PMS Integrated Properties

How to resolve alternative payment gateway errors

Failed payments happen when credit card information is entered incorrectly or the credit card is declined.  A failed payment notification is sent to the guest and the property, and will reflect in red text under Transactions on the 'Payments' tab on Home.

These payment gateway errors or credit card errors are applicable to iVeri, DPO Paygate (VCS), Direct Pay Online and Adumo Online.

Transaction errors

These are the most common reasons for payments being declined and what to do if you receive them. Please contact us if you receive any other errors we haven't listed here.

Error Message What the error means What to do next
Denied The transaction didn't go through for various reasons.
  • Ask your guest to check with their bank.
Timeout waiting for response There is a communication delay between the gateway and the guest's bank.
 
  •  Try to process the payment again later.
Communication error There is a communication issue between the gateway and the guest's bank
  • Try to process the payment again later.
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 Various reasons cause this error.
  • Please contact NightsBridge.
  • We will follow up with the gateway on your behalf.
Gateway: No gateway - Card Available Your property is not linked to a payment gateway.
  • Get the credit card details on Booking and Payment Status if available or send the guest a credit card link.
  • Process the card manually.
  • Please contact us if you cannot find the credit card details.
System malfunction Various reasons cause this error.
  • Please contact NightsBridge.
  • We will follow up with the gateway on your behalf. 
String index out of range: 4 The credit card is invalid or there is no credit card number
  • Ask the guest for new credit card details.
Illegal Currency (ZAR); valid values are NAD The currency in your NightsBridge Setup does match your currency in iVeri.
  • Please contact NightsBridge.
  • We will make sure that the currency on NightsBridge and iVeri match. 
Gateway: 3gdirectpay - Currency not supported The currency set on NightsBridge does not match the currency in DPO
  • Please contact NightsBridge.
  • We will follow up with the gateway on your behalf. 
Oops!
No BBID has been provided.
Error code: 0
 		 The currency set on NightsBridge is not active on DPO. Or DPO has a Velocity control.
  • Please contact NightsBridge.
  • We will follow up with the gateway on your behalf. 
Gateway: paygate - Merchant Does Not Accept AmericanExpress You have not been set up with your gateway to accept Amex cards.
  • If you would like to accept Amex cards, send us an email to [email protected]
  • We will follow up with the gateway on your behalf.
Gateway: 3dSecure - 3dSecure Process failed (Unsuccessful 3D, but Enrolled = Y) You do not accept the card type being used, e.g. Amex/Diners.
  • If you would like to accept Amex/Diners cards, send us an email to [email protected]
  • We will follow up with the gateway on your behalf.
Gateway: vcs - ~NO USERID The payment was made with non-3D secure and you are activated to process only 3D secure payments.
  • Arrange alternative way to get payment from your guest.
Gateway: 3gdirectpay - System error, please contact our support team. This is an error with redirecting payments to DPO.
  • Get the credit card details on Booking and Payment Status if available or send the guest a credit card link.
  • Process the card manually.
  • Please contact us if you cannot find the credit card details.
iVeri error: Transactions not allowed for Inactive ApplicationID  The account on iVeri is inactive or suspended.
  • Reach out to iVeri to get your account reactivated.
Contactless not allowed
 		 It could be that the merchant's payment terminal does not support contactless payments, or that the card you are using does not have contactless capabilities. It could also be that the merchant has set a limit on the amount that can be paid using contactless payments, and your transaction exceeds that limit.
  • Ask the guest to check with their card issuing bank
Invalid amount (currency conversion field overflow) This error is most common with payment attempts made using virtual cards and typically occurs when the transaction amount falls below the set minimum amount for the card or exceeds the maximum amount.
  • Ask the guest to check with their card issuing bank.
Invalid Card Holder Name  The card holder name has special characters that are not allowed on the payment gateway.
  • Remove any special characters and attempt the transaction again.
  • Special characters: ! ? . , @ %
Unauthorised ApplicationStatus for ApplicationID The gateway application ID has been suspended or deactivated. 
  • Reach out iVeri to get your application ID reactivated. 
Invalid authentication data (Acquirer Description: Suspected fraud) This is the card issuing bank rejecting the transaction.
  • Cardholder needs to contact their bank to approve the transaction. Once confirmed, attempt the card again using the 3D Secure link. 
Card Blocked: New Account Information Available (Virtual Card) The card being used is no longer active or allowed to transact. 
  • Get the updated card information and attempt the transaction again.
Adumo Online: 3D Secure Still Needs to Be Completed The 3D Secure authentication process has not been finalised. 3D Secure is an additional security layer for online credit and debit card transactions. The transaction cannot proceed until the cardholder completes the authentication process, which usually involves entering a password or a code sent via SMS by the card issuer.
  • Check if the Gateway has a Non-3D Application ID.
  • Check with Adumo to supply the Non-3D Application ID for the Merchant.
Adumo Online: Customer Selected Negative File Reason The customer has selected a reason to decline or dispute a transaction, leading to the transaction being declined. This is often initiated by the cardholder or the issuing bank and might require further investigation or customer contact to resolve.
  • Inform the cardholder that the transaction was declined.
Adumo Online: Do Not Honour
 		 This is a generic decline message from the card issuer indicating that they will not approve the transaction. The reason is not specified, but it could be due to various factors such as suspected fraud, insufficient funds, or the card being blocked.
  • Inform the .cardholder that the transaction was declined.
  • Ask the guest to check with their card issuing bank
Adumo Online: No Accounts This error suggests that the transaction request was processed, but no associated accounts were found. This could happen if the user ID or account details provided are incorrect, or if there is an issue with the account database. It indicates that the system could not locate the necessary account information to process the transaction.
  •  
Adumo Online: Not Sufficient Funds The cardholder’s account does not have enough funds to complete the transaction. The transaction is declined because the available balance is lower than the amount being charged.
  • Contact the cardholder for an alternative payment method.
Adumo Online: Payment Failed A general error message indicating that the payment could not be processed. The failure could be due to various reasons, such as network issues, incorrect payment details, or problems with the payment gateway. Further investigation is needed to determine the exact cause.
  • Get the credit card details on Booking and Payment Status if available or send the guest a credit card link.
  • Process the card manually.
  • Please contact us if you cannot find the credit card details.
Adumo Online: Time Out The transaction process takes too long and exceeds the allowed time limit. It could be due to network latency, slow responses from the payment gateway, or other technical delays. The transaction is usually not completed and may need to be retried.
  • Try to process the payment again later.

Refund/Reversal errors

Error What the error means What to do next
[255]Credit is not supported for ApplicationID Your property is not set up to process reversals.
  • Contact iVeri and ask that they enable the refund/reversal function for you.
Gateway: iveri - Initial Credit not supported for PIN debit cards for acquirer NBPostilionBICISONBSouthAfrica A Visa Debit card was used for the payment. 
  • You cannot process a refund using a Visa Debit card. 
  • Please do an EFT to process the refund.
Adumo Online: Refund Failed: Precondition Failed This error suggests that an attempt to process a refund has failed because certain preconditions were not met. This could be due to issues like the original transaction not being found, the refund amount exceeding the original transaction amount, or a mismatch in transaction details.
  • Check if Auto Settle was set to True or False when the initial transaction was made
  • By default, the original transaction should have been set to True for the user to initiate a a refund.
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Alternative payment gateways

Payment gateways that NightsBridge links to 2
iVeri 2
Cybersource/Barclays 1
DPO 2
Adumo Online Nambia 5