Declined transactions question

[bothead]

I use Zombaio and am experiencing 80+% of new signups being declined transitions code 5 (whatever that means)
Is this normal? From what I can see if they are getting to the zombaio age and entering their CC details... 80% rejection seems very high. especially when we started last year that figure was about 20%.

Any suggestions or insights on this? is that a processor issue.. it seems weird to me that 80% of people using a credit card have it declined by the bank.

Thanks in advance for any helpful pointers

[JesseQuinn]

^^that's crazy high

I don't know if you've found the issue has sorted itself out, but the one I can think of is that perhaps the majority of your attempted sign-ups are US-based and don't have international online purchases enabled? I get the odd Code 5 decline, even from long time regulars who book high volumes frequently so I suspect it may be an issue other than simple geography though, perhaps they just enter a cc detail incorrectly. They always reattempt and the payment processes like normal. My decline rate amongst new users doesn't seem to be any higher than normal lately...have you contacted zomabio to try to find out what's up?

Good luck with it, getting so many declines must be hella frustrating

[bothead]

Yeah my next step is to contact them over this... gotta gather all the data for this.. but something is up that's for sure

[bothead]

Just to add a lot of the issues are on rebills .. so no extra details need to be entered, and from the support emails i get.. the customers are plenty pissed as their cards are working with other sites and can buy stuff form our store which doesn't use Zombaio.
I will see what they say..

the annoying thing is so many of our regular customer can't get their cards processed now