Rocket Matter Pay Troubleshooting

When your firm is processing credit card payments for clients using integrated payments, the transaction may be declined. This article contains information on warnings that can be received when processing credit card payments, and troubleshooting issues with declined transactions.

Transaction Decline

The following reasons for declined transactions can be reported by Rocket Matter Pay. These errors are grouped by category.

Bank Declined
Account Limit
Incorrect Payment Information
Connection Issues
Account Configuration Issues

Bank Declined

The following error messages indicate that the issuing bank has declined the payment method for the reason noted in the message. You can advise the cardholder to contact their bank for specifics.

Account Closed: Hard Decline from the issuing bank.
Blocked: First Use: The transaction is from a new cardholder. Verify the card information is correct, and then have the cardholder verify that they have properly activated the card.
DECLINE: Hard Decline from the issuing bank. Could be for insufficient funds, met daily limit, etc.
Do Not Honor: Hard Decline from the issuing bank. Could be for insufficient funds, met daily limit, etc.
Exceeds approval amount limit: The transaction exceeds the card's maximum limit.
HOLD-CALL: There is a problem with the card. Ask the cardholder to call the number on the back of the card to determine the issue.
Insufficient Funds: The issuing bank is reporting that the card does not have enough funds to cover the transaction.
Lost/Stolen: The card has been reported as lost or stolen.
Pickup: The card has been reported as lost or stolen.
This transaction has been declined.: Hard Decline from the issuing bank. Could be for insufficient funds, met daily limit, etc.
Rocket Matter Pay Account Limit

The following messages indicate that the payment your firm is attempting to process exceeds one of your assigned limits. To help with this, please reach out to support@rocketmatter.com.

ACH transactions are not accepted by this merchant.: The account has not been set up for ACH transactions. By default ACH transactions are enabled for all new accounts.
DAILY TRANSACTION LIMIT EXCEEDED: The daily ACH transaction limit has been met for account.
Max attempts exceeded. A previous charge was recently successful. Please review and if necessary, you can try again in five minutes. ...or... Max attempts exceeded. A previous charge was recently successful. Please review and if necessary, you can try again in ten minutes. ...or... HTTP Error 429: A transaction for the same amount was recently processed successfully for this payment method. To prevent accidental duplicate submissions, Rocket Matter Pay will block additional charges for the same amount on this payment method for 5-10 minutes. Verify that you want to submit another payment for the same amount, and then wait 5-10 minutes before processing a transaction on the same payment method for the same amount.
Transaction total exceeds the approved transaction limit for this account. If you want to exceed this, please contact support@rocketmatter.com.

Incorrect Payment Information

The following errors indicate that the information for the payment method does not match the issuing bank's records or is out of date. Updating the specified information will typically resolve the issue. Please contact the cardholder for updated card information (expiration date, CVV, etc.) or request a new payment method.

Card has expired: The credit card has expired - you will be asked to enter a new payment method.
Card NO. Error: The credit card number that was entered is not a valid card number.
The credit card number is invalid: The credit card number that was entered is not a valid card number.
CVV does not match or Invalid CVV Data: The issuing bank is reporting that the CVV that was entered does not match.
Declined due to CCV2: The issuing bank is reporting that the CCV2 that was entered does not match.
Expiry Date is invalid: The expiration date is invalid.
Failed: No account/Unable to locate account: The routing or account number specified for the ACH payment is incorrect. Confirm both numbers with the payor and attempt to enter the payment again.
Invalid CC Number: The credit card number that was entered is not a valid card number.

MANDATORY FIELD MISSING: billing_address.first_name

Please enter a first and last name as it appears on the card.
Street address and postal code do not match.: The issuing bank is reporting that the street address and postal code that was entered do not match.
The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder.: The issuing bank is reporting a mismatch with the address that was entered. Please enter the correct address.

Connection Issues

Ensure that your firm's network security is not blocking any of the domains before attempting to enable or use Rocket Matter Pay.

The following messages indicate that Rocket Matter was unable to communicate with the Rocket Matter Pay system. This could indicate an issue with the firm's internet connection/configuration or an issue with the Rocket Matter Pay processing system. If the error persists, please reach out to support@rocketmatter.com.

An error occurred during processing. Please try again.: The platform lost connection to the gateway.
Gateway Unreachable: The gateway is experiencing connection issues - please try again later.
The payment gateway is currently unavailable.: The gateway is having connection issues.
Unable to communicate with the payment system.: Communication error with the interface.

Account Configuration Issues

The following codes indicate a problem with the firm's account configuration. For help, please contact support@rocketmatter.com.