Why is my credit card being declined?


There are several reasons why the card could be getting declined when you submit the information on our site. When a payment is declined by our billing system, a decline message is displayed to you after you submit the information and that message contains an error code.

Each error code can indicate a different reason why your card was declined. If your card is declined and you would like more information why, then please create a new support request and specify the error that you receive.

Historically, the most common decline error that users have seen is: Transaction declined. 12 - 15005-This transaction can not be processed. This specific error means that your bank declined the purchase and you will need to contact them as to why they declined your credit card. Our system used the card information provided and passed it to your bank for authorization. They responded to our system with a decline and the specifics of why they declined it are unknown. You will need to talk to your bank for the reason why they declined your card for our purchase.


To contact Backupify/Datto SaaS Protection support, click here to submit a Support Request, or click here for more contact options.

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