When a transaction declines in Biller Genie, the gateway returns a response code that explains why. Biller Genie displays that response code in the transaction details so you can investigate and decide what to do next.
How to find the decline reason
- Open Reports > All Transactions.
- Search for and click the Transaction ID of the declined attempt.
- Click Transaction Details and scroll down to see the Result code and the error message returned by the gateway.
Biller Genie is showing you exactly what the gateway returned. The decline reason itself comes from the issuing bank or the gateway's risk rules, not from Biller Genie.
What to do next
Common decline reasons and next steps:
- Insufficient funds, exceeds limit: ask the customer to use a different card or pay another way.
- Expired card: ask the customer to update the card on file. If autopay was attempting the charge, see When Autopay Fails.
- Do not honor, generic decline: the issuing bank declined for an unspecified reason. The customer should contact their bank.
- Gateway error, processor error: contact your payment gateway or merchant account provider. They can review the transaction log on their side.
When to contact support
If the decline reason isn't clear from the response code, your processor is the right first stop. Biller Genie support can help you locate the transaction details, but the underlying decline is decided by the gateway and the issuing bank.