Card payment failed with an error message

 Troubleshooting
Role: Administrator · Bookkeeper · CSR · Office Admin (anyone who collects card payments)Area: Payments, Invoicing · All versions · Last verified: 06/25/26

Reason 1

Pick up card

The card has expired, been cancelled, or been reported lost or stolen.

Reason 2

Security Violation

The card details were likely entered incorrectly (wrong CVV or billing address).

Reason 3

Do Not Honor

The card's bank rejected the transaction without giving a specific reason.

Reason 4

Blocked, first used

The bank or card issuer has blocked the transaction.

1"Pick up card" (card expired, cancelled, lost, or stolen)

Use this if the full error reads: Failed Payment: $xx.xx Failed Reason: Pick up card - SF Deposit.

1. Contact the customer whose payment failed and let them know about the issue.

2. Ask the customer for an updated payment method.

3. In ServiceTitan, update the payment information on the customer's account.

4. Process the payment again using the updated payment method.

✓ Done · The payment goes through with the updated card.

2"Security Violation" (card details entered incorrectly)

1. Contact the customer to verify their payment information.

2. Ask the customer to confirm their card's CVV number.

3. Ask the customer to confirm that their billing address matches their card statement.

4. In ServiceTitan, go to the failed payment.

5. Re-enter the correct card details.

6. Process the payment again with the updated information.

✓ Done · The payment goes through once the correct details are entered.

3"Do Not Honor" (bank declined without a reason)

1. Run the card again. Sometimes a simple retry resolves it.

2. If it fails again, ask the cardholder to contact their bank. The bank can explain why the transaction was blocked.

3. If the cardholder resolves the issue with their bank, run the card again.

4. If the card still fails, suggest another payment method, such as a different card or a direct bank transfer.

✓ Done · The payment goes through after the bank clears the transaction, or the customer pays another way.

4"Blocked, first used" (bank or issuer blocked the card)

1. Understand that Blocked, first used means the bank or card issuer blocked the transaction.

2. Have the cardholder contact their bank or card issuer directly.

3. Wait for the bank or card issuer to clear the block.

4. Retry the payment after the block is cleared.

✓ Done · The payment goes through once the issuer clears the block.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The exact error message and failed reason shown

• The customer name and the invoice or payment amount

• The card type and last four digits (never the full card number)

• Whether the customer already contacted their bank, and what the bank said

• Which checks from this article you already tried