Diagnosing Errors

Occasionally you may see an error displayed the response transaction request, transaction status or in the Offline Actions section of MultiSafepay Control. Below is a list of these error codes and their possible causes to help diagnose and correct any issues.

1000 Unknown message type

Explanation

The JSON or XML message sent to MultiSafepay contains an error and could not be parsed properly. This causes the request to be rejected.

Possible causes

  • Some XML tags are incorrect or have not been properly closed.
  • JSON message contains unnecessary whitespace.
  • The JSON or XML request contains special characters which are not UTF-8 coded. Your web developer can change your implementation to make sure all messages are properly coded in UTF-8. Read more about UTF-8 coding.
  • There are missing elements inside the request that are required.

1001 Invalid amount

Explanation

An invalid amount has been requested for a transaction. 

Possible Causes

  • All transaction amounts must be sent in cents. e.g. 3999 rather than 39,99
  • The minimum amount is 1 euro-ent. Note that our some of our payment partners for some payment methods may require an amount higher than this.
  • If this occurs while processing a refund it may be because you are trying to refund more than the original amount.

1002 Invalid currency

Explanation

A transaction has been requested using an unsupported currency. The standard currency for all transactions is the Euro.

Possible Causes

  • The transaction has requested a currency that has not been activated for the account. You can add additional currencies by contacting MultiSafepay.
  • If this occurs while processing a refund it maybe because the requested currency is different to the currency of the original transaction.

1003 Merchant account ID invalid

Explanation

An invalid merchant account ID was used in the request.

Possible Causes

  • The merchant ID was not formatted properly. Check for typing errors and remove unnecessary white space.
  • Ensure the correct API endpoint is being used with the correct API key.

1004 Merchant Site ID invalid

Explanation

The site ID provided was not able to be used for the request.

Possible Causes

  • The site ID was not formatted properly. Check for typing errors and remove unnecessary white space.
  • The site ID does not belong to the account ID that was used.

1005 Merchant site security code invalid

Explanation

The site security code supplied was not correct.

Possible Causes

  • The site security code was not formatted properly. Check for typing errors and remove unnecessary white space.
  • Note the secure code to login to the merchant back office and the site secure code are different. You can find the site secure code under the "websites" section of the back office.

1006 Transaction ID invalid

Explanation

The merchant provided transaction id was invalid

Possible Causes

  • The merchant provided transaction id must be unique

1007 IP-address invalid

Explanation

An invalid IP-address was supplied for the ip-address or forwardedip field.

Possible Causes

  • The IP-address was not supplied.
  • The IP-address was not formatted correctly. Check for and remove any additional white space.

1008 Invalid description

Explanation

The description supplied was not valid

Possible Causes

  • The description was not supplied or empty.
  • The description contained special characters. All special characters should be converted to UTF-8.
  • The description exceeds the maximum length of 150 characters.

1010 Invalid variable

Explanation

An invalid value was supplied for one of the variable fields var1, var2, or var3.

Possible Causes

  • The fields contained special characters. All special characters must be UTF-8 encoded.
  • The supplied value exceeded the maximum length of 100 characters. 

1011 Customer Account ID invalid

Explanation

The account ID supplied was invalid

Possible Causes

  • The account id was not formatted correctly. Check for typing errors and remove any unnecessary white space.
  • The account ID does not exist. 

1012 Customer Security Code invalid

Explanation

The customer security code supplied was invalid

Possible Causes

  • The security code was not formatted correctly. Check for typing errors and remove any unnecessary white space.
  • The security code did not match the account id supplied.

1013 Signature invalid

Explanation

The MD5 signature supplied with the message did not match the message contents for a purchase transaction

Possible Causes

  • The incorrect values are being by the merchant system to calculate the MD5 signature.
  • Unnecessary white space was included with the signature.
  • The MD5 hash should be calculated from the concatenation of the amount, currency, account id, site it and transaction id.

1014 Unspecified error

Explanation

This can be caused by a number of issues. We advise checking your logs and the merchant back office message screen to check for other error codes which may be the root cause of this error. 

If you need help diagnosing this issue please contact us.

1015 Unknown account

Explanation

The supplied account ID could not be found.

Possible Causes

  • The account ID was formatted incorrectly. Check for typing errors and remove any unnecessary white space.

1016 Missing data

Explanation

A required piece of data was missing from a request. This error most commonly occurs during the start of a transaction (while a customer is being directed to a payment page) or the creation of a payment link.

Possible Causes

  • The Site ID was not supplied
  • The Site Code was not supplied
  • The transaction ID was not supplied

1017 Insufficient funds

Explanation

This error can occur when a consumer attempts to pay with their MultiSafepay wallet.

Possible Causes

  • The consumers wallet does not have sufficient funds to complete the transaction.

1018 Invalid country code

Explanation

The country code supplied was not recognized

Possible Causes

  • The country code does not exist
  • The country code was not supplied in the correct format. Country codes must be supplied in ISO3166-1 (2 Alpha Code) format.

1019 Site is not active

Explanation

The requested site has been disabled in the merchant back office any is unable to accept payments. Login to the merchant back office and activate the account.

1020 Account is blocked

Explanation

For security reasons the account has been blocked by MultiSafepay and cannot accept transactions. You should have received a notification about this from MultiSafepay. Please contact us to correct this issue.

1021 Cannot create transaction

Explanation

This error is caused by not being able to create a connection with the consumers bank payment page when using Direct payment methods. With these methods consumers are transferred directly from your website so their bank without using the MultiSafepay payment page. Because our payment page is not involved in these transactions we cannot filter out problems that are related to connection issues.

This error can cause an increase in unpaid or expired transactions.

1022 Cannot start a transaction

This error can be caused when the transaction already exists with an external party. For examle, when the transaction already exists for iDEAL and another direct iDEAL transaction is started then you can receive a:

Error 1022: Kan geen transactie starten: ERR_EXISTS: transaction

1023 No gateway (Payment method) available

Explanation

This error can occur when a direct payment is initiated.

Possible Causes

  • The specified payment gateway does not support direct payments.
  • No payment gateway was specified in the transaction request.
  • The web shop is not configured for direct payments correctly.

1024 Transaction refused

Explanation

This error can occur during Pay-After-Delivery and credit card transactions.

Direct PAD with incorrect customer data or declined for risk profile

Possible Causes

  • The supplied credit card information was invalid.
  • The supplied customer data was invalid.
  • The supplied customer data did not match the credit card.
  • The credit card fraud indicator score indicated that this might be a fraudulent transaction.
  • The risk profile for the consumer indicated a likely risk of default on a Pay-After-Delivery payment.

1025 Only one currency allowed in shopping cart

Explanation

A transaction has been placed that has multiple currencies.

Possible Causes

  • Multiple items are in the transaction request with different currencies. Ensure all items use the same currency.

1026 Cart currency must equal transaction currency

Explanation

This error occurs when the currency of the transaction differs from that of the individual items in the transaction. Ensure that the order currency and all items in the order use the same currency.

1027 Cart amount must equal transaction amount

Explanation

This error occurs when the transaction amount differs from the sum of the individual items in the transaction

Possible Causes

  • The transaction amount has been entered incorrectly
  • The amount for one or more items has been entered incorrectly

1028 Incorrect tax rate in rule

Explanation

This error occurs when an invalid custom tax rule is supplied.

Possible Causes

  • The tax rate specified was not formatted correctly. Please check for typing errors and remove any unnecessary white space.
  • Tax rules should be formatted #.## e.g. 0.19

1029 Incorrect tax rate for a product

Explanation

For certain transaction types MultiSafepay requires you to provide tax tables, order items and order total. This error will occur if the tax amount calculated from the provided tax tables does not match the order items and order total.

PAD. We recalc the totals. products exclude the tax. we calc tax and add to the to the product and sum the whole lot. this should matchwhat the merchant supplied for the transaction total

0, 6, 21% only

Possible Causes

  • The supplied tax tables are not the same values as used to calculate the tax owing in the client website
  • The amounts for order items have not been sent tax exclusive
  • The order total has not been sent tax inclusive

1030 Incorrect currency for a product

Explanation

This error occurs when a currency is specified that is not supported by the account being used.

Possible Causes

  • A FastCheckout transaction is requested with an invalid currency
  • A Pay After Delivery transaction is requested with an invalid currency

1031 Incorrect price for a product

1032 Invalid API key

Explanation

This error occurs when the API key supplied is not valid for the account.

Possible Causes

  • The API key was not formatted correctly. Please checking for typing errors and remove unnecessary white space.
  • Ensure that the correct API key is being used for the account.

1033 Error fetching refund info

1034 Cannot refund transaction

Explanation

This error occurs when a requested refund cannot be completed.

Possible Causes

  • The transaction has already been refunded.
  • The transaction has been cancelled.
  • Several partial refunds have been requested and the sum of the partial refunds exceeds the original transaction amount.

1035 Invalid signature

Explanation

The MD5 signature supplied with the message did not match the message contents for a refund transaction

Possible Causes

  • The incorrect values are being by the merchant system to calculate the MD5 signature.
  • Unnecessary white space was included with the signature.
  • The MD5 hash should be calculated from the concatenation of the site id, site secure code and transaction id.

1036 Invalid iDEAL issuer ID

Explanation

This error occurs when the bank identifier for a Direct iDEAL transaction is not recognized.

Possible Causes

  • The value is not formatted correctly. Check for typing errors and unnecessary white space.
  • A real bank identifier is being used in the test environment.
  • A test identifier is being used in the live environment.

9999 Unknown error

Explanation

An unknown error has occurred and we weren't able to immediately determine what went wrong. Please contact us so we can help you resolve this issue.