Troubleshoot gateway errors for CyberSource
Obtain information on gateway errors
There are several ways to obtain information on gateway errors:
- Search for the error in CyberSource Support Center accessible via their Business Center. Also, review their support article: "For the Simple Order API, what do the various reason codes indicate?"
- Look up the transaction by the transaction ID number (in the Zuora payment detail page, this is the Reference ID and Secondary Reference ID numbers) in your business center to see if more information is provided; often you will see more than just the response (reasons) code and response message in Zuora.
- If you require additional information, you can contact CyberSource Support by logging a case in their Business Center > Support Center. All CyberSource merchants have access to online support, and depending on your support package with CyberSource, you may also have access to phone support. Please work with your CyberSource contacts to understand your options for contacting CyberSource Support.
For failed payments processed using the CyberSource payment gateway, Zuora will provide the gateway Response Reason Code (for example, 203) and Response Reason text (for example, general decline of the card).
To find more information on CyberSource payment gateway errors, refer to CyberSource's Reason Codes in their Simple Order API User’s Guide.
If you require additional information, you can submit a question to the CyberSource Support Center. Be sure to have your reason code as well as your Transaction ID (in Z-Payments this is the Reference ID) for the failed payment. This Transaction ID is an alphanumeric number (for example, CLEF4CGE8AB8).
Make Sure You Are Not Re-Trying an Invalid Card Too Many Times
We recommend that you check the payment in Zuora to see how many times the same payment method has been retried for payment and failed. If there have been several retries, check the error messages from the beginning with the first failure and the more recent failures to determine if the error message is the same. If a merchant tries to process a payment against the same credit card too many times despite receiving errors, this could trigger warnings to the card issuing bank. The card issuing bank may place an alert on the account and not allow any further transactions from the merchant using that payment method. When a merchant has been flagged, the error received on the payment might not be stating the reason why, instead it might be a generic decline error. In this case, the merchant (Zuora customer) should work with their merchant acquirer/processor to see if they can identify the problem with the payment method. If the processor does not know, then the merchant and/or the cardholder can try calling their card issuing bank to look into the issue.
Cannot reach the payment server. 150 - Error: General system failure
This error is returned by CyberSource, and means that they cannot process transactions at this time. However, it also indicates that there was a successful connection between Zuora and CyberSource.
If you were testing in a CyberSource test environment when you received this error, wait for a few minutes and try again. CyberSource does not guarantee the stability of their test servers.
Submit a request at Zuora Global Support if you require additional assistance.
If you are testing in a CyberSource production environment and encounter this error, we can help determine the root cause and fix the issue.
AddressCheckingFailed or CardSecurityCodeCheckingFailed error
This error is returned when the AVS or CVV validation feature is enabled on the CyberSource gateway side and the required information does not match. To skip the AVS or CVV validation, configure the corresponding settings in CyberSource EBC console to enable the feature for ignoring the validation response. For more information, see this CyberSource Support Center article.