The Failed payments page in the Kustom Portal shows every checkout attempt where the customer tried to pay but the payment was declined or interrupted. These attempts never became orders. Use it to see how many payments are failing, spot patterns by payment method or acquiring channel, and find the reason behind a specific decline.

Limited information for some payment methods

Note: The level of detail depends on the payment method. Card payments return the most specific decline codes. For other payment methods, such as Klarna or PayPal, less information is available — for example, a Klarna payment rejected in the credit assessment could show as Generic decline rather than a specific reason.

Where to find Failed payments in the Kustom Portal

Failed payments lives under Orders in the left-hand menu of the Kustom Portal.

Open Kustom Portal and sign in.
Select Orders from the menu on the left.
Select Failed payments.

Filtering failed payments

Use the filters at the top of the page to narrow down the results:

Stores.
Filter by the store where the payment attempt was made.
Creation date.
Select a time period to view attempts created within that range.
Payment method.
Filter by the payment method used, such as Klarna, Card or Apple Pay.
Acquiring channel.
Filter by the channel the payment came through, such as Checkout.
Attempt error code.
Filter by the error returned for the payment attempt.
Card decline code.
Filter by the specific reason a card payment was declined, such as insufficient funds or a generic decline.

You can combine filters, and clear them all at once using the X button to the right of the filter row.

Reading the Failed payments table

Each row represents a single failed payment attempt.

Order ID.
The unique identifier for the order the attempt belongs to.
MID.
The merchant ID the attempt was made against.
Amount.
The order amount and currency.
Created.
The date and time the attempt was made.
Payment method.
The payment method the customer tried to use.
Channel.
The acquiring channel the attempt came through.
Customer.
The customer's email and name, where available.
Attempt error code.
The error returned by the payment attempt.
Card decline code.
The specific decline reason for card payments, such as insufficient funds or a generic decline.

Click the table icon in the top right corner to add or remove columns.

When to use the Failed payments page

Failed payments gives you visibility into why a checkout did not convert, without searching order by order. This is useful when:

A customer reports being unable to complete a purchase, and you want to confirm what happened on your side.
You notice a drop in conversion and want to check whether one payment method or channel is failing more than usual.
You want to reach out proactively to customers whose payment failed, for example with an alternative payment link.

Attempt error codes

Each failed payment on the Failed payments page in the Kustom Portal has an attempt error code that tells you why the payment attempt failed or never completed. Most codes come directly from the customer's bank or card issuer.

Account closed. The customer's bank account has been closed.
Authentication required. The payment required authentication, such as 3D Secure, that was not completed. The customer can try again and complete the authentication step.
Bank account declined. The customer's bank account could not be used for the payment, for example because it is not verified or not supported.
Card declined. The card was declined by the issuing bank. Check the Card decline code for the specific reason.
Charge disputed. The customer disputed the charge with their bank.
Debit not authorized. The customer told their bank that the payment was not authorized.
Expired card. The card has expired. The customer needs to use another card.
Incorrect address. The billing address did not match the card issuer's records. The customer can try again with the correct address.
Incorrect CVC. The security code entered was incorrect. The customer can try again with the correct CVC.
Incorrect number. The card number entered was incorrect. The customer can try again with the correct card number.
Incorrect ZIP code. The postal code did not match the card issuer's records. The customer can try again with the correct postal code.
Insufficient funds. The account did not have enough funds to cover the payment. The customer needs to use another payment method.
Invalid card type. The card type is not supported for this payment.
Invalid CVC. The security code entered was not valid.
Invalid expiry month. The expiry month entered was not valid.
Invalid expiry year. The expiry year entered was not valid.
Invalid number. The card number entered was not a valid card number.
No account. The bank account could not be found.
Invalid postal code. The postal code entered was not valid.
Processing error. A technical error occurred while processing the payment. These are usually temporary, and the payment often goes through if the customer tries again.
Refer to customer. The customer has stopped the payment through their bank. Contact the customer to arrange payment.

Some payment attempts fail without the bank declining them. These attempt error codes describe attempts that were never completed:

Abandoned. The customer started the payment but never completed it.
Automatic. The attempt was cancelled automatically, for example because it expired.
Duplicate. The attempt was a duplicate of another payment.
Failed invoice. The invoice connected to the payment failed.
Fraudulent. The attempt was flagged as suspected fraud.
Requested by customer. The customer asked for the payment to be cancelled.
Void invoice. The invoice connected to the payment was voided.
Unknown. No specific reason is available for the failed attempt.

Card decline codes

When a card payment fails, the card decline code on the Failed payments page in the Kustom Portal gives the specific reason from the customer's bank. The decline happens on the bank's side, not in your store — in most cases, the customer needs to contact their bank or use a different payment method.

Many decline codes mean the same thing in practice: the bank declined the card without sharing a specific reason, and only the customer's bank can explain why.

Approve with ID. The payment could not be authorized. The customer can try again, and contact their bank if it still fails.
Call issuer. The card was declined for an unknown reason. The customer needs to contact their bank.
Card not supported. The card does not support this type of purchase.
Card velocity exceeded. The customer has exceeded the balance, credit limit or transaction amount limit on their card.
Currency not supported. The card does not support the currency of the purchase.
Do not honor. The card was declined for an unknown reason. The customer needs to contact their bank.
Do not try again. The card was declined for an unknown reason. The customer needs to contact their bank.
Duplicate transaction. A transaction with the same amount and card details was submitted very recently. Check whether a recent payment already exists.
Expired card. The card has expired. The customer needs to use another card.
Fraudulent. The payment was blocked as suspected fraud.
Generic decline. The card was declined without a specific reason, or the payment was blocked by fraud prevention. This is also the code shown for most declines on non-card payment methods, such as Klarna.
Incorrect number. The card number entered was incorrect. The customer can try again with the correct card number.
Incorrect CVC. The security code entered was incorrect. The customer can try again with the correct CVC.
Insufficient funds. The card did not have enough funds to cover the payment. The customer needs to use another payment method.
Invalid account. The card, or the account it is linked to, is not valid. The customer needs to contact their bank.
Invalid amount. The amount is not valid, or exceeds what is allowed on the card.
Invalid CVC. The security code entered was not valid.
Invalid expiry year. The expiry year entered was not valid.
Invalid number. The card number entered was not a valid card number.
Issuer not available. The customer's bank could not be reached to authorize the payment. The customer can try again.
Lost card. The card has been reported lost.
Merchant blacklist. The payment matches a value on a fraud block list.
New account information available. The card, or the account it is linked to, is no longer valid — often because the card has been replaced. The customer needs to contact their bank.
No action taken. The card was declined for an unknown reason. The customer needs to contact their bank.
Not permitted. The payment is not permitted on this card. The customer needs to contact their bank.
Offline PIN required. The card was declined because it requires a PIN, so it cannot be used for online payments.
Online or offline PIN required. The card was declined because it requires a PIN, so it cannot be used for online payments.
Pickup card. The customer cannot use this card for the payment. It may have been reported lost or stolen.
PIN try exceeded. The allowed number of PIN attempts has been exceeded. The customer needs to use another card or payment method.
Processing error. A technical error occurred while processing the card. The customer can try again.
Reenter transaction. The payment could not be processed by the bank for an unknown reason. The customer can try again.
Restricted card. The customer cannot use this card for the payment. It may have been reported lost or stolen.
Revocation of all authorizations. The card was declined for an unknown reason. The customer needs to contact their bank.
Revocation of authorization. The card was declined for an unknown reason. The customer needs to contact their bank.
Security violation. The card was declined for an unknown reason. The customer needs to contact their bank.
Service not allowed. The card was declined for an unknown reason. The customer needs to contact their bank.
Stolen card. The card has been reported stolen.
Stop payment order. The card was declined for an unknown reason. The customer needs to contact their bank.
Transaction not allowed. The card was declined for an unknown reason. The customer needs to contact their bank.
Try again later. The card was declined for an unknown reason. The customer can try again, and contact their bank if it still fails.
Withdrawal count limit exceeded. The customer has exceeded the balance or credit limit available on their card. The customer needs to use another payment method.

Can a failed payment be retried?

A failed payment attempt cannot be retried from the Kustom Portal. The customer needs to go through the checkout again to make a new payment attempt.

Whether a new attempt is likely to succeed depends on the reason for the failure:

Temporary issues — such as a processing error, an unreachable bank, or an incorrect card number, CVC or address — often succeed when the customer tries again, after correcting any details.
Permanent issues — such as an expired, lost or stolen card, a closed account, or insufficient funds — require the customer to use a different card or payment method.
Unknown reasons — such as Do not honor or Generic decline — can only be explained by the customer's bank. The customer needs to contact their bank, or use a different payment method.