Use this article to identify and troubleshoot common billing errors when paying in the Zoom web portal using credit card or PayPal.
Note: Before reading this article, we recommend verifying that all card information has been entered correctly based on how it is shown on your payment card.
This article covers:
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Error code and description | Suggested troubleshooting |
| Payment is declined because the account has insufficient funds, please contact your bank or try a different payment method. | Please try a different payment method or contact your bank for assistance. |
| The system could not process your request at this time, please try again later or using another payment method. If the problem persists please contact your bank or try a different payment method. If the issue persists, please submit a request to Zoom for assistance. | Please follow the troubleshooting of trying again later, trying a different payment card, or contacting your bank. If the issue persists, please reach out to Billing by chat. |
| This transaction has been declined because this currency is not supported on this card. Please contact your bank or try a different payment method. | Please try a different payment method or contact your bank for assistance. |
| This transaction type is not allowed on this credit card. Please contact your bank or try a different payment method. | Please try a different payment method or contact your bank for assistance. |
| We are unable to process this request due to an issue with the credit card, please contact your bank or try a different payment method. | Please try a different payment method or contact your bank for assistance |
| We could not process your payment at this time, please contact your bank or try a different payment method. | Please try a different payment method or contact your bank for assistance. |
| You have exceeded the amount of attempts to process payment for this card with an invalid number. Please try another payment method. | Please refresh the page and try another payment method. |
| Your purchase could not be processed due to an invalid address. Please update your payment method’s address to match what your bank has on file or contact your bank to confirm the correct address for your payment method. | Verify that the address entered under the Payment Method section matches what your bank has on file for the payment card that you entered. If you're unsure, contact your bank to confirm the primary address they have on file for your payment card. |
| Your purchase could not be processed due to an invalid credit card number. Please update the credit card information or try a different payment method. If the issue persists, we recommend contacting your bank | Please ensure that you have entered the correct payment method information. Otherwise, please try a different payment method or contact your bank for assistance. |
| Error! The system could not process your request at this time, please try again later or using another payment method. If the problem persists please contact your bank or try a different payment method. If the issue persists, please submit a request to Zoom for assistance. | Please follow the troubleshooting of trying again later, trying a different payment card, or contacting your bank. If the issue persists, please reach out to Billing by chat. |
|
Error code and description | Suggested troubleshooting |
| 10417: The transaction did not complete with the customer's selected payment method |
Use an alternative payment method from your PayPal wallet or add a new credit card to PayPal. Note: Zoom does not accept PayPal balances. |
| 10204: Account is closed or restricted | PayPal declined the transaction. Contact PayPal for assistance. |
| 10009 |
Refund was already processed by PayPal and no further refund is owed. |
See the Stripe documentation website for error codes.
Note: You may see a 402 error code, which is the general error code for all Stripe transactions. You will only need to note the informational message that directly follows that error code. Then you can find the meaning of that message in the link above.
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Error code and description | Suggested troubleshooting |
|
Unknown Error | Please ensure that you have entered the needed information into all fields on your payment method and billing address. If the issue persists, please reach out to Billing by chat. |
| We are unable to process payment for your invoice, please Contact Sales to assist with payment. | Please ensure that you have entered the needed information into all fields on your payment method and billing address. If the issue persists, please reach out to Billing by chat. |
| Something went wrong when trying to place your order. Check that your billing information is up to date and make sure to disable pop-up blockers when subscribing since it may conflict with the recaptcha. If the issue persists try another browser or contact Zoom for assistance via email or phone 1-(888)-799-9666 ext. 3. |
Please try the troubleshooting mentioned such as using an alternate browser and disabling pop-up blockers. In order for your purchase to process, you will need the Recaptcha button to appear. If the issue persists, please reach out to Billing by chat. |
| If you do not receive an error, but cannot proceed by clicking Continue or move forward with your purchase. Or, if you cannot view the payment interface, please try the suggested troubleshooting. | 1. Use Chrome or Firefox. 2. Delete browser cache and cookies. 3. Deactivate any Ad-blocking software or extensions. 4. Use an Incognito window. |
| 200: Address mismatch | Verify that the address entered under the Payment Method section matches what your bank has on file for the payment card that you entered. If you're unsure, contact your bank to confirm the primary address they have on file for your payment card. |
| 202: Invalid Expiration Date | Make sure you enter a valid expiration date as shown on your credit card. You may have to re-enter all credit card information in order to update the expiration date. |
| 203: General Decline of Card; no other information provided by issuing bank | Make sure you correctly entered the expiration date and security code. If you're still getting this error, your bank may have blocked the payment. Contact your bank for help. |
| 208: Card is out of date or expiration date invalid | Make sure you are using a credit card with a valid expiration date. |
| 230: The authorization request was approved by the issuing bank but declined | Use a different credit card. |
| 405: System error |
Use a different credit card. If you're still getting this error, please reach out to Billing by chat for further assistance. |
| 102, 500: Invalid field | Please reach out to Billing by chat for further assistance. |
| 150 | Please reach out to Billing by chat for further assistance. |
For additional troubleshooting, please follow these steps: