Investigating Transactions in the Dashboard
The Transaction details page provides information that you can use to investigate issues that may have occurred during a transactions. Some instances of transactions that may warrant investigation:
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An unexpected transaction due to a false post—that is, a clearing without a preceding approval or linked approval.
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Why a clearing occurred that should not have cleared.
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Why a transaction was declined.
This information is useful for your customer support agents when a cardholder calls to inquire why a transaction did or did not complete.
Accessing transaction details
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To access Transaction details:
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Open the Marqeta Dashboard.
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In the left navigation pane, select Customers > Users.
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Select a customer from the list.
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Select the Transactions tab.
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Select a row to display the details for that transaction.
To view reference information for the fields displayed on the Transaction details page, see Transaction details.
Core details of a transaction
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The following sections of the Transaction details page provide the core information essential for investigating a transaction:
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Transaction summary
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POS details
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Related transactions
Transaction summary
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The summary at the top provides an overview of the transaction and merchant, including the transaction type, current transaction state, and reason for the current state.
For more information on transaction events and response codes, see Transaction response codes.
POS details
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Point-of-sale information is displayed in the POS details section. This includes information such as whether the cardholder was physically present during the transaction, whether a chip was used, and the merchant ID. More information is provided in the Additional details panel on the right.
Related transactions
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The Related transactions section provides a historical log in chronological order, allowing you to follow the sequence of linked transactions that led to the current transaction state. To view more information on the related transaction, select the transaction row.
Determining the cause of a declined transaction
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When a transaction is declined, you many need to determine the cause. The TRANSACTION DETAILS area in the summary provides basic information about the decline authorization, including the reason for the decline, reason code, and a short description. For a list of reason codes and descriptions, see Transaction response codes.
The POS details and JIT funding sections also include useful information about the declined transaction. For JIT transactions, the Decline reason field provides the reason that the transaction was declined, such as insufficient funds. Additional information may be available in the Memo and Tags fields if provided by your organization.
Investigating approved transactions
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In some cases, a transaction may have been unexpectedly approved. Some examples are:
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Skipped authorization
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Commando mode approval
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3DS authentication was exempted
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Merchant chose to push the transaction through
For these transactions, begin with the reason, response code, and description displayed in the TRANSACTION DETAILS of the summary. For a list of reason codes and descriptions, see Transaction response codes.
JIT funding transactions
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The JIT Funding section shows the result of a JIT funding transaction, including the customer response.
Authorization JIT transactions have a programgateway funding type.
The following shows the JIT Funding section:
The Memo and Tags fields may be set by your company to indicate internal decline reasons.
Note
For Visa transactions, the Network Reference ID is prepended with0002.
When researching a transaction with the Visa network, remove the prefix to get the Visa transaction ID.
Timed-out transactions
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Because the card network requires a timely response from the Marqeta platform, there is a timeout limit on the response from your gateway. If your gateway doesn’t respond to the JIT Funding request within three seconds, the Marqeta platform declines the transaction to the network.
If a JIT transaction has timed out, the Timed out field is set to true.
Time details are shown in the DURATIONS area.
For more information, see Identifying and resolving timeouts.
E-commerce transactions
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For e-commerce transactions, the Payment channel in POS details is set to Ecommerce.
The following additional fields are displayed in CARDHOLDER AUTHENTICATION section of the POS details section.
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Electronic commerce indicator - The level of verification performed:
Authentication successful,Authentication attempted, orNo authentication -
Authentication method - The 3D Secure authentication method:
Audio call,Behavioral biometrics,Biometric face,Biometric fingerprint,Decoupled,Delegated trusted authentication,In app login,Knowledge based,OTP SMS,OTP email,Secure payment confirmation,Video call,Voice recognition,Web authentication, orOther -
Authentication status - The 3D Secure authentication status:
Cancelled,Failed,Not authenticated,Success, orSuccessful non payment -
3DS version - The 3DS version used for authentication.
Token e-commerce transactions
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Token e-commerce authorizations have an Ecommerce payment channel displayed in the POS detail section with additional displayed fields in Cardholder authentication data section.
When the authorization type is a token e-commerce authorization, the Digital Wallet token and Device sections are displayed, which provides information about the digital wallet and device used for the transaction.
Useful information includes the Score field in the RISK ASSESSMENT area, which shows the digital wallet’s decision whether the digital wallet token should be provisioned: Decision red, Decision yellow, or Decision green.
Address verification
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The ADDRESS VERIFICATION area at the bottom of the Digital wallet token section displays address verification data. The address is displayed if the address is verified. If the address cannot be verified and the transaction declined, a memo indicates specifically how the address was different and the outcome.
Multi-currency amounts
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The Amounts section provides details on the transaction amounts, resulting balances, settlement, and currencies.
Multi-currency transactions can involve up to three currencies: that used by the card, the local transaction, and the settlement currency. In this scenario, the transaction may authorize in one currency, clear in another, and settle in a third currency.
For additional information about the conversion, see the Cross border issuer fee and Interchange fee fields in the POS details section.
Transaction response codes
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Use the response code displayed in the Transaction summary to help you understand the transaction. The following table describes the possible response codes. For more information about the transaction types, see the Transaction events.
Response codes table
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| Code | Description |
|---|---|
0000 |
Transaction approved or completed successfully. |
0002 |
Partially approved. |
1001 |
Card expired. |
1002 |
Card suspicious. |
1003 |
Card suspended. |
1004 |
Card stolen — pickup. |
1005 |
Card lost. |
1011 |
Card not found. |
1012 |
Cardholder not found. It is possible that the card is valid, but cardholder has not yet been created. |
1014 |
Account not found. The account was not created for the currency in the transaction. |
1015 |
Invalid request. Request cannot be parsed, or relevant data not found. |
1016 |
Not sufficient funds. Funds in the account are less than the authorization amount. |
1017 |
Previously reversed. |
1018 |
Previously completed. |
1019 |
Further activity prevents reversal. |
1020 |
Further activity prevents void. |
1021 |
Original transaction has been voided. |
1022 |
No savings account. |
1023 |
No checking account. |
1802 |
Missing fields. |
1803 |
Extra fields exist. |
1804 |
Invalid card number. PAN information is missing from the request. |
1806 |
Card not active. |
1808 |
Card not configured. |
1809 |
Incorrect PIN. |
1810 |
Invalid amount. Amount field is null or less than zero. |
1811 |
System error related to the database. This error is sent to the network. |
1812 |
System error related to business logic. For example, the original transaction might not be found. |
1813 |
Cardholder not active. Transaction occurs outside the card start and end dates. |
1814 |
Cardholder not configured. Start and end dates have not been configured. |
1815 |
Cardholder expired. Transaction date occurs after the cardholder’s end date. |
1816 |
Original not found, and no pre-auth exists. |
1817 |
Usage limit reached. |
1818 |
Configuration error. |
1819 |
Invalid terminal. |
1820 |
Inactive terminal. |
1821 |
Invalid merchant. |
1822 |
Duplicate entity. |
1823 |
Invalid acquirer. |
1824 |
Accounting exception. |
1825 |
Invalid CID. Card security code is invalid; CVV does not match. |
1826 |
AVS decline. The address information submitted for the transaction failed AVS verification. |
1827 |
AVS no info. |
1828 |
Card is active. |
1829 |
AVS match. |
1830 |
Card account verification success. |
1831 |
Card not present. |
1832 |
Auth restriction found for given MID or MCC. Authorization control rules impose a restriction for this merchant ID or merchant category code. |
1833 |
Cryptographic failure. The card was presented and the chip failed a verification test because of an invalid cryptogram or ARPC verification failed HSM check. |
1834 |
Transaction amount limit reached. It exceeds the weekly or monthly velocity control set for the program. |
1835 |
Card product controls prevent transaction. |
1836 |
JIT clearing failure. |
1837 |
JIT refund failure. |
1838 |
International transaction decline. |
1839 |
JIT reversal failure. |
1840 |
Real-time fee group not found. |
1841 |
Exceeds max auth amount limit. The transaction amount exceeds the velocity control set for the transaction. |
1842 |
Account load failed. |
1843 |
Network loads not allowed. |
1844 |
Issuer timeout advice. The card network has advised of a decline. |
1845 |
Transactions other than ATM and e-commerce not allowed. |
1846 |
ATM transactions not allowed. |
1847 |
E-commerce transactions not allowed. |
1848 |
Mail order transactions not allowed. |
1849 |
Phone order transactions not allowed. |
1850 |
Card not present. |
1851 |
Cardholder not present. |
1852 |
PIN not present. |
1853 |
ICC not present. |
1854 |
Card security code not present. |
1855 |
Digital wallet token not found. |
1856 |
Digital wallet token not active. |
1857 |
Digital wallet token expired. |
1858 |
Digital wallet token suspended. |
1859 |
Digital wallet token not present. |
1860 |
Digital wallet token suspicious. |
1861 |
Transaction account management limit reached. |
1862 |
Token activation request card product config decline. |
1863 |
Additional identity verification required. |
1864 |
Transactions not allowed from this country. International transaction blocked due to the country or currency. |
1865 |
Insufficient funds in program reserve account. |
1866 |
Invalid card service code. |
1868 |
Quasi Cash txn not allowed (processing code 11). |
1869 |
KYC is required. |
1870 |
Reloads are disabled for entity. |
1871 |
Push-to-Card disbursement error. |
1872 |
Offline PIN try limit exceeded. |
1873 |
Chip fallback not allowed. |
1874 |
Card suspicious — Expiration mismatch. |
1875 |
Partial JIT not allowed. |
1876 |
Account funding transactions are unsupported. |
1877 |
Real-Time Decisioning decline. |
1878 |
Corresponding JIT load failure. |
1879 |
Credit voucher not allowed. |
1880 |
CAVV decline. Exceeds the maximum auth cashback amount limit. |
1881 |
Exceeds max auth cashback amount limit. |
1882 |
CVV attempt limit exceeded. |
1883 |
JIT response invalid amount. |
1884 |
JIT response not sufficient funds. |
1885 |
JIT response transaction not permitted. |
1886 |
JIT response suspected fraud. |
1887 |
JIT response amount limit reached. |
1888 |
JIT response usage limit reached. |
1889 |
JIT response duplicate entry. |
1890 |
Low device score. |
1891 |
Strong Customer Authentication — SCA contactless cumulative amount exceeded. |
1892 |
Strong Customer Authentication — SCA contactless transaction count limit exceeded. |
1893 |
Strong Customer Authentication — SCA contactless transaction limit exceeded. |
1894 |
Card account verification decline. |
1895 |
Token activation request — STIP decline. |
1896 |
Token activation request card product config decline. |
1897 |
SCA LVP cumulative amount exceeded. |
1898 |
SCA LVP transaction count limit exceeded. |
1899 |
SCA LVP transaction limit exceeded. |
1900 |
Rejected response. |
1901 |
Card not activated. |
1902 |
JIT response invalid merchant. |
1903 |
JIT response invalid card. |
1904 |
JIT response no credit account. |
1905 |
JIT response expired card. |
1906 |
JIT response no checking account. |
1907 |
JIT response no savings account. |
1908 |
JIT response stop payment. |
1909 |
JIT response revocation authorization order. |
1910 |
JIT response revocation all authorization order. |
1911 |
JIT response soft decline authentication required. |
1912 |
JIT response closed account. |
1913 |
Transaction not allowed in a limited state. |
1914 |
Chip data missing required fields. |
1915 |
Invalid CVV2. |
1916 |
Consecutive CVV failure suspected fraud. |
1918 |
JIT Response soft decline PIN required. |
1919 |
Card terminated. |
1920 |
Cardholder terminated. |
1921 |
Digital wallet token terminated. |
1922 |
Transaction cannot be completed. |
1923 |
Not sufficient funds - no cached balance. |
1924 |
Installment payment not supported in this region. |
1925 |
JIT response card not active. |
1926 |
JIT response cardholder not active. |