Enrollment Cancel Reasons
EBANX supports a wide range of payment methods. This guide details the enrollment error and cancellation codes for methods that require a mandate setup before payment processing, such as Pix Automático and UPI Autopay.
Overview
When an enrollment status is not_accepted, expired or revoked, the response includes a specific reason that caused the enrollment's failure or termination. Understanding this reason is essential for diagnosing why the enrollment was canceled and identifying issues that might require resolution.
You can check an enrollment's status by using the /ws/userenrollments/query endpoint and referencing the merchant_enrollment_code.
The response will contain the latest status in status, the status_date with the timestamp of the last status change, the reason_code to categorize the cancel reason, and a description for more details.
"enrollment": {
"status": "revoked",
"status_date": "2025-07-15 19:28:36",
"reason_code": "CANCELED_BY_MERCHANT",
"description": "Enrollment cancellation requested by the merchant"
}
List with response codes
| reason_code | description |
|---|---|
CANCELED_BY_EBANX | EBANX has canceled the enrollment |
CANCELED_BY_MERCHANT | Enrollment cancellation requested by the merchant |
CANCELED_BY_PAYER | Enrollment cancellation requested by the user |
ENROLLMENT_ALREADY_ACCEPTED | This enrollment was already confirmed |
ENROLLMENT_CONFIRMATION_FAILURE | Issue in enrollment confirmation by user bank |
ENROLLMENT_DUPLICATED | Enrollment was already confirmed with another journey |
ENROLLMENT_NOT_ACTIVE | Enrollment is not active |
FRAUD_PREVENTION | User bank has canceled enrollment due to fraud prevention |
INCORRECT_OTP | One time password not valid |
INSTANT_PAYMENT_NOT_FOUND | Enrollment instant payment was not confirmed by the bank |
INSUFFICIENT_FUNDS_OR_DAILY_LIMIT | Insufficient funds or limit restrictions in the user's account |
INVALID_CARD | The card associated with this wallet is not valid |
MERCHANT_COMPANY_CLOSED | Merchant company has closed |
PAYER_DEATH | Payer user has died |
REJECTED_BY_USER | Enrollment rejected by the user |
TECHNICAL_ERROR | There is a technical issue, contact the support |
USER_ACCOUNT_CLOSED | User account is closed or blocked |
USER_BANK_VALIDATION_ISSUE | Something went wrong in user bank data validation |
AUTHORIZATION_FAILED_RETRYABLE | The external service authorization failed. Please try again or use a different payment method. |
DEFAULT_ERROR | Unknown error |
Still need help?
We hope this article was helpful. If you still have questions, you can explore the following options:
- Merchant support: Contact our support team at sales.engineering@ebanx.com for assistance.
- Not a partner yet? Please complete the Merchant Signup Form, and our commercial team will reach out to you.