SWREG Error Codes
Codes in Pending Orders report on SWREG - sometimes we have made notes at the foot of the order description page. Click on the order number after searching by date.
X means Failed order (see below)
OK means order completed
? Means still in limbo - for instance we are still waiting to receive a cheque or fax. but please read any notes on the order page just in case we had a problem..
AX= Paid by American Express (subject to 2% surcharge)
FX= We are waiting for card number by fax or a PayPal notification
PH= We are waiting for card number by phone
EL= We have issued an invoice and are waiting for money to arrve by EFT, ACH or BACS.
WI= We have issued an invoice and are waiting for money to arrve by Wire Transfer
CK= We are waiting for a check/cheque arrive at our bank's dropbox. Please do not contact us if order not processed. Not completed means no cheque received (check notes on order page in case short money sent though).
PP= Payment by PayPal - we are waiting for confirmation or have yet to get round to manually processing. Can take up to 5 working days for Paypal e-checks to clear but it states that in the comments field. It can mean that we have not got a response from the Paypal IPN (please ask customer for the Paypal transaction number). One last possibility is that the customer chickened out when presented with the Paypal served page.
3= (Processed orders only) Verified by Visa protected order - refund request refused by SWREG Administrator.
CC= On Pending Order page = Customer disconnected before credit card transaction completed. On Completed Orders page = paid by credit card.
X = Failed order - see below what that means.
? = if for a CC order usually means same as X.
Call Auth Centre=We have received a "Call Authorisation Centre" error from customer's bank. We will automatically phone for authorisation the following business day. If this order is over 2 business days old click on the link and look for any notes at the foot of the page. If the bank rejected the transaction we wil have noted it there and notified the customer. For some banks who do not speak English it can take a few days to get an authorisation or rejection. Postscript: We no longer follow through with Visa or Mastercard as they rarely get authorised and each one takes around 30 minutes on the phone while our bank contacts the card issuing bank. We do follow through with other cards though with success.
One quick solution for customers, especially over a weekend, is to get them to call their card issuer and complain that the payment was not authorised. They can then possibly make another order that will go through. Our system checks for subsequent orders with the same e-mailaddress before creating the list for our staff to call the card company to avoid duplication of orders.
Call Amex=as above
Linkpoint: Did not return HTML C1= this is a new one where Linkpoint/Cardservice have returned a blank web page instead of a results code. You should see few of these in the future but if you do please let us know the order number and we will check it out.
Comms Fail= Our PSP (intermediary) cannot contact our bank, or our bank cannot contact the customer's bank. Automatically retried for 9 hours. If still in Pending Order report after that period of time it usually means another order for that customer succeeded 9we do not duplicate).
Declined <plus any codes after> = card declined by issuing bank. We are working on getting reasons. We know our bank gets back reasons (i.e. no credit left, lost in mail, reported fraud, etc.) and are trying to find a way to collect this information in realtime. Click here to read what we tell people who complain "we" have declined their card. You may see "Declined" on an order that has been completed. That is because you are looking at the history of the order. The customer tried a card, it was declined so he tried another and that one worked OK.
Failed Order = Could be one of the following: (a) http connection dropped by customer before reply back from bank - we handle it if dropped between us and bank (b) Discover being attempted in realtime (c) Customer's firewall or their own or their ISP's proxy server is corrupting data sent to us so we display the error page at http://swreg.org/pages/error.html (d) Customer did not proceed with order for a reason of his/her own (most common).
One limportant thing. If you happen to run the Pending Orders report in the middle of a transaction you will see a Fail against any such transactions until they are completed. On refreshing the page you may find the Pending Order will have completed and moved to the completed orders report.
CC with a FAIL means they got as far as selecting payment by credit card but withdrew before pressing the purchase button
Once a day we send out an email to everyone who has FAIL by his or her entry. If we get a useful reply we will pass it on to you, usually they have just chickened out. One reason for chickening out may be that our order pages are stuck in your frame. That means the SSL padlock does not appear. Please open a new browser window to avoid this problem.
An other reason for chickening out may be that you used the word "Register" on your website instead of "Buy". That confuses people. They get so far and realise it is not free to "Register"
Retain Card or Pick Up Card = The bank wants it's card back!!! May not be a fraud, could be customer used an old discarded card by accident.
There are two types of error codes. Those we get from the bank are called Solvese error codes, and the Advanced Level error codes which always begin with "AL" before a number in brackets.
You may see the Advanced Levlel codes by clicking here.
| Code | Meaning |
2 | Invalid expiry date (too late) |
| 3 | Invalid start date (in future) |
| 4 | Invalid start date - may be because customer entered a value in the Switch Issue Number field. |
| 6 | Invalid or too long card number. Usually when someome writes VISA4452.... etc instead of just the number. Usually picked up by us and processed manually. |
| 5 | Invalid expiry date (too early) |
| 13 | Card number is not issued by any known bank |
| 17 | Card expiry date is in the past (your store is probably using Advanced level and you need to trap these in future). |
| 18 | Card number is in bank's Hot Card file - probably fraud. |
| 21 | The transaction limit is too high for the card issuing bank. |
| 23 | A PIN number is required for this card (cannot be used on the Internet). |
| 31(1) | Comms error between banks |
| 35(1) | Customer Not Present transactions not allowed for this card |
| 36(1) | A manual authorisation code is required for this transaction (see above) |
| 90 | Invalid card details entered. Maybe includes illegal characters. |
| 91 | Invalid character or format of expiry date (Adavanced level linking). We store as 0109 meaning Sept 2001 |
| 92 | Entered a non-numeric value in the Switch issue number field (usually someone who does not actually have a Switch card). We have also had this code returned for card expiry dates too far into the future. |
| 93 | Invalid SWITCH / SOLO issue number |
| 94 | Number entered into Switch Issue Number field when not a Switch card. |
| 95 | A value has been entered in the Switch issue number field when not a Switch card - this has confused our bank. |
| A8 | Swipe only card - no online transactions allowed. |
| C1 | Our gateway provider has failed to get a response back from the card issuing bank. Customermay actually have a charge on his/her card but they should complain to card issuer as that is an internal issue for the card issuer not involving us as we have not had the money. |
| E2 | Invalid card number (never been issued - Amex) |
| E3 | Invalid expiry date (Amex) |
| E4 | Invalid expiry date (Amex) |
| E5154 | Invalid Card Number - This could mean that the card is in our allowable bin ranges however the card is unrecognised as belonging to a bank, or strangely enough that the user has entered an expiry date in the past. |
| E5159 | Visa Purchase Card. These are exempt from VbV protection (from liability shift) |
| KD5 | Keyboard settings on stop list |
| LD 4 | Discover card waiting to be manually processed during normal business hours |
| L04 | First part of email address blocked due to past frauds, chargebacks, or intelligence (sometimes it is the e-mailserver that is blocked) |
| L05 | Country is blocked |
| L06 | Repeated sequential declined cards for given email address. Email address will be released after 24 hour temporary suspension. |
| L1 4 | Blocked credit card on our server - likely fraud but may merely be that we already stopped the sale to this person for other reasons so automatically block the card - other reasons might be customer resides in a blocked country (i.e. Indonesia) |
| L2 4 | A card has been used before on SWREG by someone giving a different name. Sometimes these are genuine orders so need following through by us - the customer will have been invited to contact us. |
| L3 4 | Invalid IP number - i.e. none given or passed in browser environment |
| L4 4 | DNS problem - cannot look up intermediary address (unlikely) |
| L5 4 | Cannot communicate with Solvese (an intermediary process between ourselves and our bank). We retry for 9 hours automatically. If still in Pending Orders report that usually means customer made another order OK and we have avoided a duplication. |
| L6 4 | We can not communicate with the transaction intermediary. |
| L7 4 | Spare |
| L8 4 | Blocked email server |
| L9 4 | Blocked IP |
| P0 4 | Blocked e-mail server or first part of e-mail address (Paypal only) |
| P0 5 | Blocked country - we do not sell to this country (Paypal only) |
| P9 4 | Blocked IP due to frauds (Paypal only) |