Troubleshooting

In this section, you'll learn how to troubleshoot certain errors with Ripple Payments Direct on your own and how Ripple can help in case self-troubleshooting is not an option.

Self-troubleshooting

The following list contains error scenarios that you might encounter when you create a new payment in the Ripple Payments UI. You may be able to resolve those errors on your own.

Error category Error description Remediation
Free form text fields When you make a typo in a free form text field, you'll get an error message, but it doesn't necessarily tell you where the error occurred. Check all free form text fields for typos and correct them, if applicable.
Required fields When you don't fill in all required fields, you'll get an error message. Make sure to fill in all required fields.
Failed payment If a payment fails, you won't be able to see why the payment has failed. When this happens, it usually means that even though you accepted the quote, it was never honored and the payment expired. Create a new payment with the same field values that you entered for the failed payment and try again.

Error codes

The following list contains error codes that Ripple Payments Direct returns for the new INTERMEDIARY_DATA_VALIDATION error type, which the intermediary, Ripple, will report if there's an issue with data validation.

For information about functional errors returned by validation, see Returns and failure codes of the RippleNet Rulebook.

Error code
Error reason
AC06 Senders Risk Profile is unavailable or mis-configured.
Please contact customer support.
AM02 Sender has exceeded the number of transactions allowed for a set time period.
Max {N} transactions per 24 hours.
AMO2 Requested transaction amount is greater than allowed maximum.
Max ${X} {CCY} per transaction.
DS28 Unable to process transaction following technical problems. Risk service internal error.
AM014 Sender has exceeded the cumulative transaction amount allowed for a set time period.
Max {X} {CCY} per 24 hours.
Remaining amount available {Y} {CCY}.
AM014 Sender has exceeded the cumulative transaction amount allowed for a set time period.
Cumulative transaction amount allowed within billing cycle {X} {CCY}.
Remaining amount available within current cycle {Y} {CCY}.

Additionally, you may encounter the following RippleNet error:

Error code
Error reason
RN0022 A problem has occurred with our payout partner, please contact Ripple Payment Operations for further details.

For more information about other Ripple error codes, see RippleNet Server error codes.

Note:

For more information about a failed payment, take a look at the payment object. From the payments list, select the payment, click Payment Object JSON and under the user_info node, search for failed. There can be one or more reasons for the payment failure.

Failed payment reason

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"failed": [
        {
          "json": {
            "type": "INTERMEDIARY_DATA_VALIDATION",
            "code": "DS28",
            "reason": "Unable to process transaction following technical problems. Risk service internal error."
          },
          "created_at": "2023-04-12T15:01:36.124Z",
          "subState": ""
        }
      ]

Ripple assisted-troubleshooting

If you see an error that doesn't fit into one of the error categories in the previous section, Ripple can help. For more information, see Support.