Troubleshooting charge error messages
Errors may occur when processing subscription charges for a variety of reasons. This guide provides a breakdown of various errors that may occur and guides for troubleshooting and resolving the error.
Payment errors
Account cannot make live charges
If your payment processor account is still in test mode or is not yet fully activated and configured you may see a "This account cannot make live charges" error. Review Stripe Error: This account cannot make live charges for further details.
Authorize error responses
If you use the Authorize.net payment processor you may see specific error response codes appear as charge errors. Review the following guides for further information:
- Handling Authorize Response Error: This transaction has been declined. Error code: 2
- Handling Authorize Response Error: This transaction has been declined. Error code: 4
- Handling Authorize Response Error: User authentication failed due to invalid authentication values Error code: 7
- Handling Authorize Response Error: User authentication failed. The account or API user is inactive. Error code: 8
Card declined
Card decline errors come directly from the payment processor based on the response from the customer's bank. Review Troubleshooting card declined errors for steps to resolve.
Do not honor
Do not honor errors come directly from the payment processor based on the response from the customer's bank. Review Troubleshooting do not honor card decline errors for steps to resolve.
Invalid billing agreement
Invalid billing agreement errors occur on the Shopify Checkout Integration and are usually the result of an issue with the customer's ShopPay agreement. Review Troubleshooting "invalid billing agreement" errors for steps to resolve.
Missing payment method
Missing payment method errors occur most often after migrating to Recharge if some customers were carried over without payment method information. Review Handling missing payment method errors for steps to resolve.
Payment method revoked
Payment method revoked errors largely occur when using PayPal or Braintree to process payments. This error indicates that the customer has canceled the subscription agreement with the payment processor, but not with Recharge. Review Handling payment method revoked errors for steps to resolve.
Pending charges
Pending charges are most often caused by the 3D secure processing setting for merchants in the EU. Review Handling pending charges for steps to resolve.
Unsupported payment method
Some cards are not configured to accept recurring charges, processing the recurring charge in these cases causes an error message. Review Handling unsupported payment method errors for steps to resolve.
Update payment method
If the customer's payment method on file is out of date or can no longer be used for recurring charges, an update payment method error may appear. Review Handling update payment method errors for steps to resolve.
Product errors
Exceeds quantity requirements
Exceeds quantity requirements errors occur when the BigCommerce product has a set minimum quantity that is not reached. Review Troubleshooting exceeds quantity requirements error for steps to resolve.
Insufficient inventory
Insufficient inventory errors display when one or more products on an order are out of inventory. Review Troubleshooting insufficient inventory errors for steps to resolve.
Invalid product options
Invalid product options errors appear when the product linked to the order is out of date. Review Handling invalid product options errors for steps to resolve.
Variant not found
Missing variant errors are caused by changes to the subscription product on the ecommerce platform. Review Troubleshooting variant not found errors for steps to resolve.
Processor errors
General
Processor errors occur when there is an issue connecting to the payment processor or ecommerce platform. Review Troubleshooting orders receiving processing errors and Handling payment processor errors for steps to resolve.
Invalid Billing/Shipping zip code
Invalid billing/shipping zip code errors occur when the address listed cannot be validated. Review Handling billing/shipping zip code error messages for steps to resolve.
Unauthorized or Store suspended errors
Unauthorized or store suspended errors occur when there is an issue with your BigCommerce account or integration with Recharge. Review Troubleshooting unauthorized store or store suspended errors for steps to resolve.
Unexpected error
Unexpected errors indicate an issue with the order process. This issue could be with the payment processor or the ecommerce platform. Review Troubleshooting unexpected errors for steps to resolve.
