Symptoms
When a customer or internal user attempts to process a payment for an invoice, the transaction is declined and the system returns one of the following error messages:
Error: Payment failed with the following reason: Invalid account number
Error: Payment failed with the following reason: Service not allowed
This issue typically does not affect all invoices. It usually occurs sporadically and is tied to specific saved payment profiles.
Cause
These error messages are not generated by Salesforce or Kulturra; they are direct rejection responses returned by your payment gateway (e.g., CardConnect).
Invalid account number: This indicates that the card details being passed to the gateway are outdated, incorrect, or unusable. This frequently occurs when attempting to process a transaction using an older, non-tokenized payment profile.
Service not allowed: This indicates a configuration restriction on the payment gateway side, or a specific restriction placed on the cardholder's account by their issuing bank.
Resolution
To resolve these errors, you or the customer will need to establish a fresh, tokenized profile with the payment gateway.
When attempting to process the payment again, do not use the existing saved payment profile.
On the payment screen, select New from the payment method dropdown, or click Re-enter / Add New.
Enter the credit card details fresh.
Submit the payment.
Processing the transaction as a new payment method creates a brand-new, securely tokenized Payment Profile, which typically resolves these gateway rejections.