---
title: "A payment says \"failed\" — what do the error codes mean?"
description: "A failed payment is grouped by where it failed — validation, risk, compliance, the customer's bank, or capture. Here's what each group means and who can fix it."
url: "/docs/troubleshooting/a-payment-says-failed-what-do-the-error-codes-mean/"
category: "Troubleshooting"
---

When a payment fails, Fynex groups the reason by **where in the flow it stopped**. Knowing the group tells you who can fix it — you, the customer, or their bank. Most failed payments are a bank decline (the customer's side), not a problem with your account.

## The groups you'll see

- **Declined by the bank.** The customer's bank said no — most common. Often "Do Not Honour", a risk flag, or not enough funds. The customer should try a different card or contact their bank. See [Why did my customer's payment fail?](/docs/accepting-payments/why-did-my-customers-payment-fail/)
- **Authentication failed (3-D Secure).** The customer didn't complete their bank's verification step. Ask them to retry and finish it. See [Why was my payment declined by 3-D Secure?](/docs/troubleshooting/why-was-my-payment-declined-by-3d-secure/)
- **Checkout expired.** The payment page was left too long and timed out. Send a fresh link.
- **Held for review.** A risk or compliance check paused it, rather than a hard decline. See [Why are my funds on hold?](/docs/troubleshooting/why-are-my-funds-on-hold/)
- **Provider error or timeout.** A temporary issue reaching the card network. The customer can simply try again.
- **Setup issue on the account.** Rare — the account isn't fully configured to take this payment (for example no live payment method). [Contact support](/docs/account-and-team/how-do-i-contact-fynex-support/).

## What to do first

Read the reason on the payment. If it points at the **card or the bank**, the fix is with the customer (different card, complete 3-D Secure, call their bank). If it points at a **review** or a **setup issue**, that's on our side — contact support.

## Related

- [Why did my customer's payment fail?](/docs/accepting-payments/why-did-my-customers-payment-fail/)
- [Why are my funds on hold?](/docs/troubleshooting/why-are-my-funds-on-hold/)