payment failures

The first thing you'll want to do is to check the logs of your payment. For a scheduled payment that failed, you'll have access to this log via the invoice itself. If you head to Customers > Individual customer > Invoices (tab) you can see a history of all the invoices that the customer has and they'll be marked with the relevant status - look for the one that is unpaid and click on it's Linked transactions, then click on the resultant arrow facing right to view the log.

Or navigate to Logs > Transactions to view a history of all your company transactions, including those from a new customer having issues signing up. Once you've found the individual transaction you want to see, click on the '>' arrow to view the log.


This will open the transaction log's details in a menu from the right-hand side of the screen, where you'll be able to see all of the information we've received about the transaction from your payment gateway.


To find out more on the reason why the payment failed or declined, click on the Payment gateway response code section to open it. You'll be shown the error code and any additional details we've received.


Now we'll go through some of the most common reasons for failure, and how you can help resolve them.

E00007: Identification details are not correct

In this scenario, it means that the information provided to Billsby to integrate your account are either outdated or were inputted correctly. You'll want to keep a note of your API login ID, and your Transaction Key, as these are the 2 pieces of information that we need. If you've already connected your account, but added another software using a new transaction key, then the one you have in Billsby will be outdated. Either way, if you receive this error, all you need to do is re-integrate your gateway! You can do so by following these steps:

  • Navigate to Settings > Configuration > Payment Gateways:
  • Press the + button on your chosen payment gateway
  • Fill in the relevant details and press Add New Gateway (Rename the new payment gateway as New Payment Gateway)
  • Make sure to save changes.
  • Navigate to Settings > Configuration > Currencies
  • Assign the currency to the new payment gateway
  • Go back to the payment gateway page and delete the old payment gateway

E00008: account is inactive

In this scenario, it means that for some reason your account is not eligible to be taking payments. You would need to reach out to directly for advice and resolution as they will have a good understanding of why this happened.

E00009: Using a live account in Test Mode is not permitted

In this scenario, your has been marked as being in "Test Mode", which means you won't be able to process payments - all you need to do here is change the status of your account back to Live Mode in your Account > Settings > Test mode menu.
If you're unsure how to do this, has some documentation on it here, or you can reach out to the team at and they'll be able to point you in the right direction.

Once you've changed your status, you'll just need to re-add your payment gateway and this will fix the issue.

E00014: form fields being marked as required

In this scenario, you'll receive an error that states ''one of the required fields was not present". What this means is that within your fraud settings in, where you configure your payment form requirements, a direct requirement of that field is being required, but not obtained at checkout. Billsby has our own set of required fields that are pre-done in the checkout, and these don't intertwine with's settings, so here you just need to disable all the fields marked as required after going to Account > Settings > Payment form > Form fields in your account.


E00027: fraud detection suite

Sometimes,'s fraud settings collide with Billsby's, resulting in transactions being declined incorrectly. To resolve this issue, please follow these steps:

  • Check for fraud alert emails from
  • Review your fraud settings in your Fraud Detection Suite
  • Disable any fraud detection suite controls that you do not require:

This will help stop any additional fraud settings stopping a transaction. Any further fraud detection issues should be taken up with directly as they'll understand why it happened.

I00001 - '2' : Transaction declined

This is one of the most common decline codes - but it doesn't mean there's anything wrong with your set-up like previous errors. In this scenario, the customer's card-issuing bank declined the transaction for some unknown reason to us or You'll want to get the customer to contact their bank for further resolution.

I00001 - '27' : Address mismatch

You may get the error that the billing address isn't correct. It's important to note that the address you or the customer provides to Billsby must be the Billing Address assigned to the card - This may mean that the customer's card is registered at a separate address, and as such when you're re-entering the address you'll want to use that address rather than the one the customer is currently living at. Additionally, it could mean the address has been entered incorrectly on certain lines.

I00001 - '34' : VITAL identification numbers are incorrect

In this scenario, you'll be told to talk to your merchant service provider. This is your merchant account that you linked up to your account. You'll want to contact both the merchant account and in order to make sure the correct information is being passed over.

I00001 - '38' : Global Payments System Identification Numbers are incorrect

This means that the merchant probably wasn't set up correctly at the processor, in this case Global Payments. You'll need to contact your MSP, which is the institution where you got your merchant account from, or you can reach out to directly. Explain the error to them and they should be able to figure out what wasn't set up properly.

I00001 - '252' or '253' Held for review by merchant

If you've noticed an invoice is displayed as ‘Paid’ and the transaction is displayed as ‘Success’ in Billsby but it is declined in your or merchant account, check the Payment gateway response for the transaction for error '252' or '253'.
These responses indicate the payment has been approved and processed by, however it has been held for review by your merchant. This means the merchant can still decline the transaction even though it's been 'accepted' by your payment gateway.
Unfortunately we cannot do callbacks once we receive a response from that a payment has been accepted, so it's not possible for us to know whether the merchant will ultimately decided to accept or reject a transaction that's held for review. So we will always mark the transaction as 'success' and the subsequent invoice as 'Paid'

In this case, you'll need to check the final status of the transaction with the merchant to see whether the payment was authorized by the merchant or declined. If it has been declined, manually re-capture the payment within your account to avoid any further impact on your reporting in Billsby.
We suggest reaching out to your merchant and to see if there's any settings you can change or measures to put in place so that minimal transactions will be held for review in the future.

Other issues

In the event that none of these errors match your error, please refer to's Reason codes documentation. Simply type the error code or reason code you've received into the Search bar to find additional information on why your payment might have failed. This can either be a purely numeric code, for example ''65'', or six digit alpha-numeric code prefixed with a letter such as ''E00032''. If you receive the error code 'I00001' we recommend searching the numeric code (e.g ''65'') for more accurate information.

You can also reach out directly to's support team, who will be able to help you resolve any issues with your account.

If you need more help with interpreting your transaction log, please get in contact with our Support team with:

  • The last 4 digits of the card
  • The last name of the customer on the card
  • The Post/ZIP code

And we can help you figure out what's going on and how to resolve it!