When a card payment does not go through, Halaxy records a status code from the patient’s bank explaining why. Reading the code tells you whether to process the payment again, ask the patient for different card details, or arrange another way to be paid, so you can resolve it in one step instead of retrying a card that will keep declining.
Status codes appear in an invoice’s payment history and in your Auto Payments report.
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Open the invoice.
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Under the Payments section, click the status shown against the payment.
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In the Payment History pop-up, read the status and the reason the payment was successful or unsuccessful.
To review payment statuses across a date range, run an Auto Payments report. See Confirm your received payments.
Payment status codes (also called response codes) are provided directly from banks to inform you whether a payment has successfully gone through, and if not, why the payment has not gone through.
|
Code |
Bank description |
Details |
|---|---|---|
|
00 |
Successful payment |
Processed payments typically reach your bank account the next business day (when processed before 9:00 pm AEST). |
|
01, 04, 05 |
Refer to card issuer |
There is a problem with the account (e.g. there may be a hold on the account). Process it again or contact the patient to clarify that they have sufficient funds to pay the fee. |
|
41 |
Lost card |
The patient’s bank has reported the card as lost. Halaxy restricts the card so that it cannot be charged again. Ask the patient to add a different card. See Restricted cards below. |
|
43 |
Stolen card |
The patient’s bank has reported the card as stolen. Halaxy restricts the card so that it cannot be charged again. Ask the patient to add a different card. See Restricted cards below. |
|
51 |
Insufficient funds |
There are not enough funds available on the card. The card is still valid and can be charged again once the patient has funds available. Contact the patient to arrange payment. If the card has already been declined several times, further attempts are paused for a short period. See Paused payment attempts below. |
|
54 |
Expired card |
Contact the patient and update their card details on their profile or obtain payment from the patient using alternative means. |
|
101 |
Invalid card number |
Check the patient’s card number and enter the correct card number. |
If the payment has not gone through, contact the patient directly as they can add funds to their credit card or discuss the issue with their bank.
When a patient’s bank reports a card as lost (41) or stolen (43), the card cannot be charged again. Halaxy restricts the card and shows this on the patient’s funding page.
A restricted card:
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cannot be charged from an invoice, the patient portal, a payment link or online booking
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is not used for scheduled automatic payments
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stays restricted until the patient adds a different card
Important
Neither your practice nor Halaxy can lift a restriction on a card. The patient needs to add a different card. A card the patient adds afterwards is not affected by the restriction on the old one.
When a card is declined for insufficient funds (51) several times in a short period, Halaxy pauses further attempts on that card and shows how long to wait:
Too many failed payment attempts. Please try again in X minutes.
Attempts are paused as follows:
|
Declines |
Within |
Attempts paused |
|---|---|---|
|
2 declines |
within 1 minute |
until the 1 minute period passes |
|
3 declines |
within 5 minutes |
until the 5 minute period passes |
|
4 declines |
within 60 minutes |
until the 60 minute period passes |
|
5 declines |
within 24 hours |
until the 24 hour period passes |
Attempts are counted against the invoice being paid. For a deposit, where there is no invoice, they are counted against the patient or organisation paying. For everything else, such as a Halaxy credit top-up, they are counted against the card. A card declined on one invoice can still be used to pay another.
The pause lifts on its own once enough time has passed. The card is not restricted. It remains valid and can be used elsewhere in the meantime. A paused attempt is not recorded as a payment, so it does not appear in your Auto Payments report.
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