Apollo Credit Card Errors

Apollo Credit Card Errors

Purpose:

To equip agents with the knowledge to identify and diagnose credit card errors, understand their root causes (whether system-, bank-, or input-related), and apply the appropriate resolution or next steps to successfully complete transactions.

Alert
Please note that some error codes and messages are provided directly by airlines and may vary depending on the vendor or system, and are therefore subject to change.

Key Notes:

  • Credit card errors may come from different sources (airline, system, or bank), so identifying the origin is key before troubleshooting.
  • Always verify card details first, as incorrect input is one of the most common causes of errors.
  • Avoid multiple retries without identifying the issue, as this may trigger fraud blocks or additional declines.
  • They are primarily for internal knowledge and may not directly display to customers.

Error Response

Explanation and Possible Resolution

AUTHORISATION IS NOT ALLOWED

The link in the vendor control database is set to OFF.
Contact your Apollo Help Desk.

CARD EXPIRED

Telephone the card vendor for authorization.

CARD NUMBER/VENDOR DO NOT MATCH

You have included the two letter card vendor code in the entry which does not match the card number.

Note: The card number also identifies the card issuer. You do not need to include the vendor code in your entry.

CARD NOT VALID FOR USE ON APOLLO

The optional vendor ID code is invalid, or the card number that was input does not match an existing vendor code.

CARD NOT YET VALID

Check whether the cardholder has another copy of the card which is about to expire and re-enter using the details of that card.

Alternatively, telephone the card vendor for authorization.

CARD RESTRICTED

Telephone the card vendor for authorization.

CONTACT HELPDESK/ICA NUMBER REQUIRED

This indicates that there is no Interbank Card Account (ICA) number in the vendor merchant table. This is a technical requirement of the MasterCard system.

The error means that the plating carrier has not supplied the ICA number of their MasterCard clearing bank to Apollo.

Telephone the card vendor for authorisation, and also advise your Apollo Help Desk of the error.

CONTACT VENDOR-CARD INVALID

Telephone the card vendor for authorisation.

CONTACT VENDOR/CARD NOT AUTHORISED

Telephone the card vendor for authorisation.

CONTACT VENDOR/LINK UNAVAILABLE

Try the entry again or contact the credit card vendor directly for manual authorisation

EDIT ERROR-CONTACT VENDOR

Telephone the card vendor for authorisation.

EXPIRY DATE IS MANDATORY

You have omitted the expiry date. Check your entry.

ERROR 5335 - INVALID FORMAT/DATA - FORM OF PAYMENT REQUIRED when issuing a ticket

If there is no form of payment added to a PNR or the HB: transaction when issuing a ticket, Apollo will respond with error: 5335 - INVALID FORMAT/DATA - FORM OF PAYMENT REQUIRED.

To resolve the error, add the form of payment to the F- field, the stored fare (T:$B or HHPR), or the HB: transaction.

Resources
HELP FOP

FOP ERROR - REJECTED

When using the SF$ format to issue service fees, Apollo automatically returns the credit card approval code.  If the credit card is not approved, you will get this error response.


    Contact client for another credit card to use in the entry.
 

OR

    Get credit card approval code from the client or credit card company and add it to the entry

 

USA: SF$10.00/FAX370000000000028+D1209+*0024

Canada: SF$10.00/FAX370000000000028+D1209+*0024/T1-0.60XG

 Apollo Resources: HELP SF

FOP ERROR - NOT ACCEPTED

FOP FIELD IS MANDATORY when issuing a service fee using SF$ linear format

When using the SF$ format to issue service fees, there must be a form of payment either in the PNR or in the SF$ format.

Add form of payment in the PNR:
F-AX370000000000028/D1219
Receive and end the PNR and reenter the SF$ format.

OR

Include the form of payment in the format:


USA: SF$10.00/FAX370000000000028+D1219
Canada: SF$10.00/FAX370000000000028+D1219/T1-0.60XG

HONOUR WITH IDENTIFICATION

You may accept the card only if you obtain further identification, such as a passport or drivers licence.

ILLEGAL ENTRY

Check your entry.

INSUFFICIENT FUNDS

The available credit is insufficient for the transaction requested.

Telephone the card vendor for authorisation.

INVALID ACCOUNT-CHECK

Telephone the card vendor for authorisation.

INVALID ACCOUNT-SAVINGS

Telephone the card vendor for authorisation.

INVALID AMOUNT

Check the amount entered.

In a JV entry the error will be in the T part of the entry.

If the authority is being obtained at the time of ticketing, check that the fare is in local currency. If it is not then check that the equivalent fare is in local currency.

INVALID APPROVAL CODE LENGTH

Check the approval code entered.

INVALID CARD NUMBER

Check the card number entered.

If the number is correct, telephone the card vendor for authorisation.

INVALID CREDIT CARD DETAILS

Check the card number entered.
In some situations there would be needed for you to add as well the approval code, or it is possible for the card to be blocked and then it needs a check-up with the owner and the bank.

INVALID DATE

Check your entry to ensure that data entered (particularly the expiry date) is correct.

If you do not find an error, telephone the card vendor for authorisation.

INVALID DECIMALS IN AMOUNT

The decimal placing in the amount is incorrect for the country.

INVALID EXPIRY DATE

Check your entry to ensure the data entered is correct.

If you do not find an error, telephone the card vendor for authorisation, and also advise your Apollo Help Desk of the error.

INVALID EXTENDED PAY PLAN

The card cannot use the extended payment (E) modifier.

INVALID INPUT

Check your entry.

INVALID MERCHANT ID

Check your entry to ensure the data entered is correct.

If you do not find an error, telephone the card vendor for authorisation, and also advise your Apollo Help Desk of the error.

INVALID MODIFIER

Check your entry.

INVALID NUMBER FOR VENDOR

The two alpha vendor code entered with the card number is incorrect for the card.

INVALID SECURITY ID  when using American Express (AX) credit card as form of payment

The CID or Card Identifier was first enabled by American Express to support non face-to-face credit card sales, such as phone reservations and sales via the web. For American Express, the CID code is a four digit number that usually appears on the front of the card just above the account number.

The code does not get printed on any receipts or included in any data exchanges.
When an invalid CID is utilized as part of the credit card authorization process at the time of ticketing, American Express will reject the transactions and send an error response. This error response is unique to the CID error - it does not necessarily mean that the credit card is bad or the credit limit has been exceeded.

The Form of Payment (FOP) sub-modifier of "I" is utilized to include the CID as part of the FOP;
i.e. F-AX3700/D1204/I1234.
To resolve, verify the CID and re-enter correct number.

Resources
HELP F-

INVALID START DATE

Check your entry to ensure the data entered is correct.

If you do not find an error, telephone the card vendor for authorisation, and also advise your Apollo Help Desk of the error.

INVALID TRANSACTION

Telephone the card vendor for authorisation.

INVALID TRANSACTION FOR VENDOR

Telephone the card vendor for authorisation.

LINE TO VISA DOWN

The communications path to VISA is not available.

Telephone the card vendor for authorisation and advise your Apollo Help Desk.

LOST CARD-CONFISCATE

Retain the card and telephone the card issuer immediately.

Note: Certain card vendors offer rewards.

MISSING AMOUNT

You have omitted a T modifier in your JV entry.

MISSING MERCHANT ID

This indicates that there is no merchant ID in the vendor merchant table.

Telephone the card vendor for authorisation, and also advise your Apollo Help Desk of the error.

MODIFIER NOT FOUND

This response indicates that a modifier entered is not contained in the vendor control database.

This contains information on which modifiers may be used by which vendors. For example, American Express may use the extended payment modifier.

If the error persists or if you believe you should be able to use the modifier for that card, contact your Apollo Help Desk.

NEED CREDIT AUTH/REFUSE CREDIT/REF

When issuing a ticket, if the form of payment is credit card, Apollo checks for authorization for the total amount for the tickets being issued in the transaction.

If the credit card is not authorized Apollo will respond with this error. To resolve the problem, you will need either another form of payment or a verbal authorization from the credit card company. 

  • To add a different form of payment in the $MR screen tab to the first /F and overtype the current information with the new and hit Enter at the end of that line.

>$MR   TOTAL AMOUNT RECEIVAB   CAD  2266.80                   

 /F DC38555505650001+D1209                                      

 /F ..............................................NEED CREDIT AU

TH/REFUSE CREDIT/REF 



  • To add a manual authorization number in the $MR screen put your cursor at the end of the credit card information (expiry date) and add the authorization using format +* and the authorization number.

>$MR   TOTAL AMOUNT RECEIVAB   CAD  2266.80                    

 /F AX370000000000028$2266.80+D1209+*4567                     

 /F ..............................................NEED CREDIT AU

TH/REFUSE CREDIT/REF 



  • If you cannot get an authorization number or new form of payment immediately, ignore the PNR and contact the client.

Use the form of payment modifier with the new information in the HB: transaction when you are ready to issue.

  • a new form of payment HB1:FDC38555505650001+D1209
  • manual authorization number HB1:F+*4567

NO SUCH ITEM/NOT ENT/C:F- (Form of Payment error)

Form of Payment field is not currently stored in PNR and, therefore cannot be changed.

 

To add Form of Payment information:
Type    F-VI1016000000000000/D1213 and press Enter for credit card.
           F-CK and press Enter for check.

 

Apollo Resources:
HELP F-

REFUSE CREDIT - CONTACT VENDOR

Telephone the card vendor for authorisation.

SITA LINK TO VENDOR UNAVAILABLE

SITA is a telecommunications network used by Apollo to communicate with credit card systems.

Telephone the card vendor for authorisation and advise your Apollo Help Desk

SECURITY CODE CANNOT BE STORED - when entering an American Express CID number?

In order to be Payment Card Industry (PCI) compliant, Apollo will only accept American Express CID numbers at time of document issuance.  CID numbers cannot be stored in the following:

  • Form of Payment fields to include:

F-

T:$ B

OTHS and GUAR SSRS

  •     Profile
  •     TravelScreen

To resolve, enter the CID number at the time of document issuance.

STOLEN CARD-CONFISCATE

Retain the card and telephone the card issuer immediately.

Note: Certain card vendors offer rewards.

SYSTEM ERROR

This is a technical error and must be reported to your Apollo Help Desk immediately.

SYSTEM ERROR/NO AAT FOUND

This indicates that a system error has occurred, and no AAT exists.

This is a technical error and must be reported to your Apollo Help Desk immediately.

SYSTEM ERROR-RETRY REQUEST

Please retry the request once. If the problem persists, telephone the card vendor for authorisation and advise your Apollo Help Desk.

TRANSACTION TIME OUT

The credit card system has not responded quickly enough.

Do not attempt to obtain authorisation again in the Apollo system as this may create a second transaction on the customer account.

Telephone the card vendor for authorisation and advise them that you have already requested authorisation through the Apollo system, and they should check for a duplicate request.

VALUE EXCEEDS LIMIT

The value of the amount being requested exceeds the credit limit assigned to the card.

Telephone the card vendor for authorisation.

VENDOR INOPERATIVE-CONTACT VENDOR

Telephone the card vendor for authorisation.

  FOP NBR1 ERROR - INVALID FORMAT/DATA

This error may be returned during the exchange process where the original form of payment is a credit card. To resolve this error you would need to type the credit card code and number on the dotted line but make sure you do not type more characters than dots (it is possible that there is not enough room to type the full card number).
Then continue the exchange process.

UNRECOGNISED ERROR CODE RETURNED

This message is returned by the Credit Card Company concerning the credit card used in the Booking File/PNR.

Contact the vendor in your local market to resolve the problem.

CARD FAILED FRAUD SCREENING - USE AN ALTERNATIVE CARD

Payment card authorisation response error message when payment card fails fraud screening. This error may be returned after an approval code request (JV), at time of ticketing or EMD  issuance.

CARD TYPE NOT VALID FOR USE BY AIRLINE  - used with JV/V, JV/T and TMU entries

 

These error messages are generated when the Apollo system automatically checks the Credit Card Authorisation Table and the carrier does not accept a credit card.

For more information, search our knowledge base.

FOP SELECTED NOT AUTHORISED WITH XX - used with TKP and MCOP entries (XX is the carrier code)

INVALID TA PSEUDO CITY CODE -  generated with the DT/AAR entry  if an incorrect pseudo city code is specified.

CREDIT CARD APPROVAL CODE: CA-xxxxxx *ALERT-UNABLE TO PROCESS ELECTRONIC TICKET ITINERARY NOT VALID FOR ETKT-DL ELECTRONIC TICKETING TRANSACTION CANCELED TAB AND ENTER TO REDISPLAY BF/PNR >ABCDEF· TICKET PENDING - CREDIT APPROVAL OBTAINED *

When this message is received at ticket issuance, remove the FOP and add it back in together with the approval code. 

Please note that CA-xxxxxx is used as an example. In a real reservation, xxxxxx is an actual number.