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Understanding Payment Error Codes and Terminal Messages in BridalLive Pay

Updated

A guide to bank declines, processor messages, and terminal troubleshooting

When processing payments through BridalLive Pay, you may encounter error messages from the cardholder’s bank, from the payment processor, or from your payment terminal. These messages help explain why a transaction cannot be completed and how to resolve the issue.

Please avoid running the same credit card more than three times within a 24-hour period. Repeated attempts can raise concerns with the processor and card networks.

Payment Decline Codes

1020 Declines
These occur for multiple reasons. Review the specific decline message inside Merchant Track.
Common examples include authorization declines, suspected fraud flags, insufficient funds, inactive cards, and missing AMEX 4-digit CVV codes.

1101 Errors
Card information was invalid. Re-enter the details or send a payment link.

Error Code 10
The gateway could not validate the card information. Re-enter the data or send a payment link.

1103 Errors
The processor received incomplete or invalid data. Confirm all card details and billing address formatting.

1105 Errors
The card number is invalid or the card type is not supported under your BridalLive Pay configuration. Send a payment link or request a different card.

1024 Errors
The cardholder reported their card lost or stolen. A new card is required.
 

Terminal Troubleshooting

Before reviewing individual terminal errors, a few quick steps can resolve many connection-related issues.

Step 1: Run an internet speed test
https://speed.cloudflare.com/

Each device connected to your network, including phones, computers, and terminals, needs at least 5 Mbps upload and download for stable payment processing.

Step 2: Refresh the terminal connection in BridalLive

  1. Go to Settings, Integrations, Merchant Account

  2. Select your terminal

  3. Click the Get Terminals button

  4. Refresh your browser

  5. Test a payment

If the terminal still does not respond, fully reboot the device.

  1. Remove all power from the terminal.
    • If it has a power cable, unplug it
    • If it has a battery, remove the battery

  2. Wait a few seconds, then reconnect power and turn the terminal back on.

  3. When it reaches the Ready or TriPOS screen, return to BridalLive and click Get Terminals once more (Instructions in Step 2 above).

This resolves many common connection issues.

Step 3: If using Wi-Fi, reconnect the network and reinstall your terminal

  1. Remove the Wi-Fi network from the terminal and add it back

  2. Open Merchant Track from your BridalLive profile

  3. Select Terminals, then View Terminals

  4. Click the terminal ID, select Edit, and remove the device

  5. Reconnect Wi-Fi on the terminal; an activation code (or S/N for PAX devices) will appear

  6. Reinstall the terminal in Merchant Track

  7. Return to BridalLive, click Get Terminals again, and test a payment

Step 4: If using a wired (Ethernet) terminal

  1. Ensure the cable is plugged directly into your router.

  2. If the terminal is plugged into a Wi-Fi extender, move the cable to the router and test again.

  3. If it works only when connected to the router, the extender may need replacement.

Specific Terminal Error Messages

2999 – Terminal Error or Terminal Error: None
Refresh your terminal connection using Get Terminals. Restart the terminal if needed.

2999 – Pinpad Error or This Lane Closed
The terminal lost connection. Perform a speed test and restart the device.

2009 Errors
Often resolved by refreshing the terminal connection or downloading parameters on the device:

  1. Swipe up on the Welcome screen

  2. Enter the terminal password - pax9876@@

  3. Open DC Direct

  4. Select Download Parameters

  5. Confirm the download and allow the terminal to reboot

  6. Return to BridalLive, click Get Terminals (refer to Step 2 above for instructions), and test a payment

Blue Smiley Face
Reset the device by removing power, holding the power button for 30 seconds, then restarting.
If it appears repeatedly, the terminal may need replacement.

Alert Irruption
This indicates the device’s anti-tamper protection was triggered. The terminal must be replaced.
 

If you are still having trouble, please uninstall your terminal then reinstall.

How to Uninstall and Reinstall Your Payment Terminal in MerchantTrack

Need Additional Help
Contact BridalLive Support at help@bridallive.com or use the Contact Us option inside BridalLive.

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