By understanding common decline reasons and applying the troubleshooting steps, you can resolve transaction issues more efficiently and ensure smooth processing of transactions.
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When a transaction is declined, it’s important to understand why and how to resolve the issue. Below, we outline common decline reasons for different transaction types and what you can do to fix them.
If your transaction is declined, we recommend:
Reviewing the decline reason.
Taking corrective action based on the information provided below.
Reaching out to your fiscal sponsor for any requests to raise a card's spend control, enable the ACH Pull settings, or assistance with frozen cards due to meeting the transaction attachment limit.
If you need additional support, feel free to reach out to our team for assistance at .
Decline Reason: The billing address used during the payment does not match your account's records.
To resolve a declined payment due to an incorrect billing address, try the following solutions:
Verify the billing address associated with the card. The billing address is your fiscal sponsor’s legal address.
Enter the address exactly as it appears in your card details in Mazlo. to locate the billing address in your Mazlo card details.
Decline Reason: The card has met or exceeded the spending limit set by your fiscal sponsor.
To resolve a declined payment due to spend control, try the following solutions:
Review the spend control settings in your card details in Mazlo.
Ensure the transaction does not exceed the limit.
Contact your fiscal sponsor to request an update to your spend control if needed.
Decline reason: The incorrect four-digit pin was used during check-out.
Retry using the correct unique pin that you set when you activated your card.
Reset your unique pin within your Mazlo card details.
For virtual cards, a unique pin was not required to be activated - you can click ‘Enter’ during checkout to bypass the pin, or set your unique pin within your Card details in Mazlo.
To reset your pin in Mazlo, open your card details, select the ‘More’ dropdown, and select ‘Set Pin.’ From here, you can enter a unique pin number. Make sure to save this pin number and keep it secure.
Decline Reason: The transaction is flagged as potential fraud.
To resolve a declined payment due to fraud prevention, try the following solutions:
Once the payment has been approved, you may try again.
Decline Reason: The card is being used in a prohibited country.
To resolve a declined payment due to a blocked country code, try the following solutions:
If necessary, contact Mazlo’s team to request approval for card use in a prohibited country.
Decline Reason: There are not enough funds available for the transaction.
To resolve a declined payment for insufficient funds, try the following solutions:
Check account balance before retrying.
Transfer funds into the account to cover the amount of the transaction.
Decline Reason: The payment gateway was not able to verify the transaction.
To resolve a declined payment due to a gateway decline, try the following solutions:
Verify payment details (e.g. the card number, CVV, expiration, billing address, or pin number) and try again.
Decline Reason: Mazlo cards cannot be used to make ATM withdrawals.
Decline Reason: The ACH transaction failed because the recipient's contact profile in Mazlo has an incorrect account or routing number.
To resolve a declined ACH or wire due to incorrect account details, try the following solution:
Ensure the recipient's bank account details are correctly entered in their contact profile.
Update the recipient's bank account in the ACH settings of their contact profile if needed.
To update a recipient's account information, open their contact profile in Mazlo, select the 'Payment Details' tab, and click 'Edit' in the ACH Settings section. Update the account information and click ‘Save.’
Decline Reason: Large ACH or wire transfers may be flagged for security reasons.
To resolve a declined ACH or wire due to potential fraud, try the following solutions:
Once the payment has been approved, you may try again.
Decline Reason: For security reasons, the “ACH Pull” is turned off for all accounts by default. In order to allow incoming ACH debits (e.g. ACH payments initiated by an external account), this settings must be enabled by your fiscal sponsor.
Contact your fiscal sponsor to request the ACH pull setting to be enabled temporarily to allow the payment.
Use an alternative payment method, such as your Mazlo card.
Decline Reason: The back of the check is not properly endorsed. (This includes having no endorsement, not including the bank name, or the mobile deposit check box is not marked).
To resolve a declined check due to an incorrect endorsement, try the following solutions:
Sign the check on the back.
Write "For Mobile Deposit Only to Regent Bank."
Ensure the checkbox for mobile deposit is marked, if requested.
Ensure no other financial institution have been written in the endorsement line. We cannot accept a check with any other financial institution written in the endorsement.
Decline Reason: Our image processor was unable to read the check information.
To resolve a declined check due to a bad image, try the following solutions:
Ensure the check is placed on a flat, well-lit surface.
Take a clear, high-resolution photo without any shadows.
Avoid including other papers in the image. Remove the check stub.
Make sure all four corners of the check are visible.
Ensure the check is less than 180 days old. Additionally, review if a void date is indicated on the check.
Decline Reason: The amount entered does not match the check.
To resolve a declined check due to an incorrect amount, try the following solutions:
Double-check the amount written on the check and retry the deposit with the correct amount.
Decline Reason: The check has already been deposited.
To confirm a duplicate check, review the following information:
Verify deposit history to confirm if the check was previously submitted.
No further action is needed.
To resolve a declined state treasury check due to bad image, review the following information:
Decline Reason: State Treasury Checks need to be manually processed by Mazlo's team. No further action is required.
If this check is a state treasury check, Mazlo's team is working on manually processing the check and we will reach out to confirm as soon as possible.
If your state treasury check was declined outside of normal business hours, our team will contact you the following business day.
Contact Mazlo’s team at to verify and approve the transaction. If this decline has occurred outside of normal business hours, our team will contact you the following business day.
, which lists the countries where Mazlo cards cannot be used.
Contact Mazlo’s team at to verify and approve the transaction. If this decline has occurred outside of normal business hours, our team will contact you the following business day.
Please contact our team if you have any questions: .
