Payments can fail for a number of reasons. The most common causes of failed or declined payments are listed below.

For Debit, Credit card, and Atome transactions:

  1. Invalid card details
    Kindly ensure that the details provided for the card are accurate.

  2. Bank declines
    Unfortunately, issuing banks have their own criteria for their acceptance of online payments which are also known to affect other payment providers. It is encouraged that your customers call their respective banks to allow the transactions to push through.

  3. Failure to authenticate

    For 3D secure authenticated cards, it may be required for your customers to input an OTP sent to them via SMS by their respective banks. Failure to do so will not allow the transaction to be authorized thus failing the payment.

  4. Blocked by PayMongo's fraud and risk engine

    To protect our merchants from fraud and high-risk transactions, PayMongo has implemented a fraud and risk engine to detect fraudulent transactions.

For a complete list of error codes, you can head on over to our developer documentation by clicking on the button below 👇

For e-wallet transactions:

  1. Invalid credentials or PIN

    To pay using e-wallets such as GCash, GrabPay, or Maya, your customer is required to input their account details and pin. If the transaction fails at this stage, it won't get recorded on your list of payments since no funds were authorized to begin with.


For Online Banking transactions:

  1. Insufficient Funds or Transaction Limit Exceeded
    The account doesn't have enough balance to pay for the transaction.

  2. OTP Issues

    1. As part of our banking partner's security protocol, OTPs are required for our card-not-present transactions. Kindly verify that the correct OTP was keyed in.

    2. If you have a different mobile registered with BPI, you will not be able to receive the OTP to authorize the transaction. You will need to update your information in any BPI Branch or through the hotline

  3. Login Issues
    If you forgot your BPI Banking Password, proceed to the BPI Online Banking Website. Click "Forgot Password" to reset your password.

  4. Network Connection Issues

    The payment is taking a while to get processed when there is an ongoing network issue. Please check on the transaction after 15 minutes to get an update if it pushed through or not.

For BillEase transactions:

  1. Insufficient Funds or Transaction Limit Exceeded

    1. The account doesn't have enough balance to pay for the transaction.

  2. Multiple loans for first-time users

    1. First-time users can only receive one loan at a time. If they attempt to make a second transaction alongside the first, they will be rejected.

🚨 For failed transactions that were still deducted from their account, they should get their balance back automatically from their bank as it never reached our end. 🚨

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