Direct Debit failed payments

Information for consumers

Ezidebit as a payment processor

With more than 20 years of payments expertise, Ezidebit has become a staple in the Australian and New Zealand markets. More than 27,000 businesses and over half a million consumers trust Ezidebit to process their payments.

As a consumer, you have entered into a direct debit arrangement with a business (or supplier) that you are receiving goods or services from, such as a gym, childcare centre or self-storage facility (plus many other suppliers).

Ezidebit acts as the payment processor on behalf of these businesses.

To authorise this payment, you signed a Direct Debit Request Authority (either paper-based or electronically) with the business you are receiving goods or services from. Ezidebit relies on this authority to process funds from customers’ accounts.

Payments that are processed against bank accounts and credit/debit cards can be returned to Ezidebit as a dishonour for a variety of reasons. Unfortunately, limited information is provided to Ezidebit from your bank about these dishonours - only a response code. More information on these codes can be found below, as well as what your next steps should be to resolve the dishonoured payment.



Description of the failed payment codes

If your direct debit payment has recently failed, please refer to the information below for an explanation of the failed payment (dishonour) codes, descriptions and if there is action required by you to rectify.



When a payment has been debited from a Bank Account


Failed Payment Code

Failed Payment Description

Customer Next Steps

1

Invalid BSB Number

The BSB number provided is incorrect.

  • Confirm the correct BSB details with your bank;

  • Contact the business with your correct details;

  • Arrange reattempt of the payment with the business.

2

Payment Stopped

The provided bank account has been blocked for direct debits processed by Ezidebit. This could be related to the business you are now trying to pay, or for a previous business that you were paying who also used Ezidebit. Further payments will not be able to be processed until you have requested that this block is lifted.

  • Contact your financial institution and advise that any blocks for Ezidebit are to be removed from your account;

  • Advise the business when the block is lifted and arrange a reattempt of payment.


3

Account Closed

The account has been closed with the financial institution.

  • Contact the business to advise of your new payment details;

  • Arrange a reattempt of the payment with the business.

4

Customer Deceased

The financial institution has received notification that the account holder is deceased.

  • The authorised representative for the customer (e.g. executor) should contact the business to advise further payments are not to be processed.

5

No Account Number or Incorrect Account Number

The Account number provided is not correct.

  • Confirm your correct account details with your bank, including that the account type allows direct debits to be processed;

  • Contact the business with your correct details;

  • Arrange a reattempt of the payment with the business.

6

Refer to Customer

Funds not available or account provided that doesn’t allow for direct debits.

  • Check your account to ensure that it is a type that allows direct debit payments, and that sufficient funds are available;

  • Arrange a reattempt of the payment with the business.

9

Technically Invalid

The financial institution has not honoured the payment. This could be due to a possible issue with bank account details, or the account type does not allow Direct Debits.

  • Contact your bank to find out why the payment request was dishonoured;

  • If account details were incorrect, contact the business with your correct details;

  • Arrange a reattempt of the payment with the business.

 

 

When a payment has been debited from a Credit/Debit Card


Failed Payment Code

Failed Payment Description

Customer Next Steps

003

Invalid Merchant

This failed payment code often means that the card number provided can’t be used for direct debit payments, e.g. gift cards or EFTPOS cards.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.

004

Pickup Card

This response is usually provided when there is an issue with the card and the issuing financial institution has not honoured the payment. This is sometimes due to a card that has been cancelled or reported lost.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.


005

Do Not Honour

Funds not available, or potentially the daily payment limit has been exceeded.

  • Contact your bank to find out why the payment request was dishonoured;

  • If account details were incorrect, contact the business with your correct details;

  • Arrange a reattempt of the payment with the business.

033

Expired Card

The card has expired and recurring payments are not permitted by the issuer.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.

041

Lost Card

Card has been reported as lost.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.

042

No Universal Account

The card number is not attached to a valid account.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.

043

Stolen Card

Card has been reported as stolen.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.

051

Not Sufficient Funds

Funds not available.

  • Check your account to ensure that sufficient funds are available;

  • Arrange a reattempt of the payment with the business.

054

Expired Card

The card has expired and recurring payments are not permitted by the issuer.

  • Contact the business with your new payment details;

  • Arrange a reattempt of the payment with the business.