Common Payment Processing Error Codes

When an ACH or Credit/Debit Card transaction fails, Rentec Direct and CSG Forte provide error codes to indicate why. This guide explains common error messages and how you can resolve them.

Rentec Direct Account Level Errors

These errors occur when the required tenant or property information is missing and can usually be easily resolved. If you are unable to resolve the issue, your US-based Award Winning Success Team is here to help with complex issues or if you need guidance weekdays 6 am - 5 pm (PST) 

• Email: success@rentecdirect.com
• Phone: 800-881-5139 x2
• Click on a Help Link in the software

Property Address Invalid

• What it means: The property assigned to the tenant doesn’t have a complete address.

• Solution: Use the steps outlined in the link below to edit the property record with street, city, state, and ZIP code, then try again.

  |Edit Property

No Property Linked to the Renter

• What it means: The tenant is not assigned to a property.

• Solution: Use the steps outlined in the link below to move a tenant into a property. If they were moved out, move them back in, then try again.

  |Move in tenant

Renter must have first [xxxx], last [xxxxxx], and phone [xxx-xxx-xxxx] (Missing Tenant Information)

Tenants must provide a first name, last name, and a phone number (mobile or home) for online payments to be processed.

• What it means: Required tenant information is missing. The information missing in the message indicates exactly what information is missing (e.g., "last name, Johnny, 123-456-7890" indicates the last name needs to be added). 
• Solution: Use the steps outlined in the link below to edit the tenant profile to add the missing information and try again:
  • First Name
  • Last Name

  • Phone Number (mobile or home)

    | Edit Tenant

Account not set up for ACH

• What it means: The bank account selected is either:
  • Not set up with a merchant account or
  • Is set up for credit/debit card use only and not configured for ACH payments
• Solution: There are three areas of your software you should check to ensure they are set up correctly.  Use the following steps to:
  • Confirm the bank account is linked to a merchant account that allows ACH transactions
  • Confirm the correct bank account is selected as the Income Account in the property profile.
  • Confirm the individual tenant online payment settings allow ACH transactions

1. Confirm the bank account is a merchant account that allows ACH transactions.

   In your Rentec Direct account:

   1. Click on Settings

   2. Under Financial, select Online Payments

   3. Under Merchant Accounts, check to see if there is a bank account indicated and if there is a check and/or card image in the lower right corner. This will let you know which bank accounts are linked to merchant accounts and the approved type of transactions.

In the example below:

• Bank account 1000 ACH Operating Account is a merchant account

• The small check in the lower-right corner indicates that the bank account is set up for ACH payments only. If there were also an image of a credit card, it would indicate that the account is also set up for card use.

  

2. Confirm the correct bank account is selected as the Income Account in the property.

In your Rentec Direct account:

1. Click on Properties

2. Right-click on the property and select Edit Property

3. Under Financial, verify the Income Account (use the dropdown to select the correct bank if   

needed)

4. Save Changes/Update Property

3. Confirm the individual tenant's online payment settings are set to allow ACH transactions.

In your Rentec Direct account:

1. Click on Tenants

2. Right-click the tenant and select Online Payments

3. Under Online Payments, verify that ACH Payments Enabled is set to Yes

4. Save Changes.

In the example below:

• Online Payments are enabled for the individual tenant

• ACH Payments are enabled for the individual tenant

  

Bank / CSGForte Level Transaction Errors

These errors are returned by the tenant's bank or CSGForte during processing.

AUTH DECLINE

• What it means: The transaction was declined due to the originating bank. For example, if a tenant makes a payment and gets an AUTH DECLINE error, it means their bank has rejected the transaction.
• Solution: The tenant should use a different card or contact their bank.

AUTH ERROR

• What it means: The originating bank experienced an error when authenticating the transactions.
• Solution: Retry the transaction.

AVS FAILURE AUTH

• What it means: Most often, it means the zip code entered for the transaction does not match the billing address zip code associated with the card.
• Solution: The tenant will need to verify the billing zip code with their bank and try again.

NSF (Insufficient Funds)

• What it means: The bank has responded that the account does not have enough funds to process the transaction.
• Solution: Retry after funds are available.

TYPE NOT ALLOWED

• What it means: The account is not set up with CSG Forte to process this type of transaction. (Possibly the online payment application was for ACH only, and the attempted payment is with a credit/debit card)
• Solution: Contact Rentec Direct Success Team to enable this payment method.

ACCOUNT NOT APPROVED

• What it means: The account is on CSG Forte's "known bad" account list, flagged as high risk (ACH only).
• Solution: Use a different bank account.

INVALID TRN

• What it means: The routing number provided does not match any known bank.
• Solution: Verify and re-enter the information.

EXPIRED CARD

• What it means: The card has expired.
• Solution: Use an updated card.

INVALID ACCT

• What it means: The account number provided is incorrect.
• Solution: Verify and re-enter the information.

The account number on the transaction is invalid.

PIC UP

• What it means: The card is flagged as bad or fraudulent.
• Solution: Customer must contact their bank and use a different card.

A bank will issue a PIC UP code if the card is known to be bad. The merchant is not supposed to give the card back to the customer.  

DUPLICATE TRANSACTION 

• What it means: CSG Forte has identified the transaction as a duplicate.
• Solution: If the intent is to perform two transactions of the same value, wait a few minutes and try again.

• What it means: You have reached your Per Transaction/Daily/Monthly limit with CSG Forte.
• Solution: Contact CSG Forte at 866-290-5400 ext. 4 to review limits.

• What it means: This is a CSG Forte Verify response code indicating that the entered account may be associated with high-risk activity. The routing or account number may be within a high-risk group, or the account may have documented NSF or Chargebacks.
• Solution: Use a different bank account.

• What it means: We tried to send your transaction to the bank, but the bank did not respond.
• Solution:
  • Scheduled tenant payments: the system will automatically retry up to two more times during the day to submit the payment
  • For owner distributions, you will need to reprocess the distribution
  • Always verify with CSG Forte to avoid duplicate charges

WE DO NOT WORK WITH THIS FINANCIAL INSTITUTION

• What it means: CSG Forte does NOT accept any incoming/outgoing transactions from this bank/financial institution. This is very rare and only happens if the financial institution is known to commit or promote fraudulent transactions.
• Solution: Enter a different payment method

SORRY, WE CANNOT ACCEPT ANY MORE APPLICATIONS AT THIS TIME

• What it means: Additional security measures have been implemented to prevent fraud. There are a couple of reasons this message may be displayed:
  • The same credit/debit card failed three times when submitting an application
  • If the same IP address submits more than 10 failed or 20 successful applications
• Solution: Use a different card, or try again in 24 hours.

Corporate Customer Advises Not Authorized R29

• What it means: Your bank blocked the transaction. This may occur when a bank account has a Debit Filter.
• Solution: Reach out to Forte for assistance at 866-290-5400 ext 2.

Retry & Processing Notes

• Failed payments are automatically retried up to 3 times per day if processing windows remain
• After 3 failed attempts, the system shows "Too Many Failures". Any further attempts must use a different card or bank account.
• Always confirm with CSG Forte before retrying to prevent duplicate transactions.

System Note: If your code was not listed in this article, click on this link to review additional Transaction Return Codes