Sections

• Issue
• Environment
• Resolution

Issue

There are orders with charge errors that include an Authorize response error in the error details. Authorize response error are error codes received from Authorize.net to Recharge. When you hover over ‘i’ for more error message details, it shows Authorize Response Error: This transaction has been declined. Error code: 2 in the popup window.

Environment

While checking the status in the merchant portal under Customers > Order errors.

Resolution

For error code 2, Authorize.net explanation includes:

This transaction has been declined.

For any errors that include a general card decline, instruct customers to contact their financial institution directly. Manually retry the charge when the customer resolves the decline with their financial institution.

Step 1 - Confirm with customers about their payment method

If the card is still declining, recommend customers update their payment method. Confirm with the customer that their payment method is valid and active. When a payment method is not present or needs to be updated, direct the customer to make setting changes in their customer portal. They can select the Payment Methods tab and click the Add payment method button, then proceed to enter updated payment information. Manually retry the charge after the changes to payment information.

Step 2 - Contact Authorize.net support

When the cause and solution steps of the charge error are still unknown, it is recommended reaching out to the Authorize.net support team for assistance.