Troubleshooting
Your customers may encounter the following error codes when trying to subscribe through a Hosted Payment Page. Use the table below to identify the cause and resolve the issue.
| Error Code | What Went Wrong | What You Can Do |
|---|---|---|
| CP1003 | The Hosted Payment Page is associated with a deleted customer. | Verify that the associated customer still exists. |
| CP1004 | The Hosted Payment Page is associated with a deleted subscription. | Verify that the associated subscription still exists. |
| CP1005 | The Hosted Payment Page is associated with an inactive plan. | Verify that the associated plan is active. |
| CP1006 | The Hosted Payment Page is associated with an inactive addon. | Verify that the associated addon is active. |
| CP1007 | The Hosted Payment Page is associated with a deleted plan, or the URL contains an invalid plan code. | Correct the plan code in the URL. |
| CP1008 | The Hosted Payment Page is associated with a deleted addon, or the URL contains an invalid addon code. | Correct the addon code in the URL. |
| CP1009 | The addon quantity in the URL is invalid. | Enter a valid addon quantity. |
| CP1011 | ACH/direct debit payments have not been enabled for the customer. | Go to Customers, select the customer, and enable ACH/direct debit payments for them. |
| CP1012 | A one-time addon was associated with a trial subscription during signup. | Remove the one-time addon and try again, or associate it with a non-trial subscription. |
| CP2001 | No default taxes are set up for your organisation. | Go to Settings, select Taxes under Taxes & Compliance, and create a default tax. |
| CP2011 | Digital service plans or addons cannot be included in the same invoice as goods or other services. | Create separate Hosted Payment Pages for digital services. |
| CP2012 | The customer’s billing country does not match the EU member state associated with the digital service plan or addon. Applies when VAT MOSS is enabled. | Ensure the customer belongs to your organisation’s tax-registered member state. |
| CP2013 | No product type has been specified for the plan or addon. | Edit the plan or addon and specify whether the product is a Good, Service, or Digital Service. |
| CP3001 | Reference transactions are not enabled in your merchant account. | Enable reference transactions in your merchant account settings. |
| CP3002 | The payment gateway is configured with invalid credentials, or recent changes to your merchant account have invalidated them. | Go to Settings, select Integrations, and re-enter the correct credentials. |
| CP3003 | The payment was declined by the fraud detection filters in your merchant account. | Check whether the transaction was fraudulent. Adjust your fraud filters if necessary. |
| CP3004 | The payment gateway could not verify the customer’s address. | Go to Settings, select Hosted Payment Pages, and enable the address fields. |
| CP3005 | A duplicate transaction was detected; the same amount and card details were used within a few minutes of a previous transaction. | Ask the customer to try again after a few minutes. |
| CP4001 | The transaction amount is below the minimum allowed by the payment gateway. This may be caused by discounts or credits applied. | Ensure the transaction amount is greater than the gateway’s minimum. |
| CP4002 | The configured payment gateway does not support recurring payments. | Configure a payment gateway that supports recurring payments. |
| CP4003 | The configured payment gateways do not support the transaction currency. | Configure a payment gateway that supports the customer’s currency. |
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