Why is my customer's card restricted?

The bank limits where it works, often blocking foreign or online purchases. The cardholder can usually change that in their banking app.

Does Visa allow retrying code 62?

Yes, it is Category 2. PlatformDTC chooses not to retry renewals because nothing changes until the cardholder acts.

Card issuer response codes (ISO 8583) · Decline codes

What does card decline code 62 mean?

Checked October 31, 2026

Code 62 is an ISO 8583 issuer response code meaning "restricted card". Visa adds "card invalid in this region or country". The bank has limited where or how the card can be used, and this payment falls outside that. Visa places 62 in Category 2, "issuer cannot approve at this time", allowing up to 20 reattempts in 30 days, but the restriction stays until the cardholder changes it with the bank.

Type: Soft decline (restriction)
Who declined: The card's issuing bank
Visa category: Category 2 (issuer cannot approve at this time): up to 20 reattempts in 30 days
Retry: Only after the cardholder lifts the restriction
Shopper action: Ask the bank to allow the purchase or use another card
Merchant action: Offer another payment method
PlatformDTC renewal (fixed or Smart retry): Never retried; customer asked for a new card

What PlatformDTC does

PlatformDTC is stricter than Visa on 62 and does not retry it. On either retry schedule, fixed or Smart retry, a renewal declined 62 is held past due and the customer is sent a one-click update-card link, re-sent up to 4 times per billing cycle at least 3 days apart, because a restricted card does not unlock on its own schedule.

Why it happens

Many cards block foreign or online payments by default, or only work in the issuing country. Buying from a store abroad can trigger 62.

What the shopper can do

Turn on online or international payments in the banking app, or call the bank, then pay again. Another card works immediately.

For developers

On Stripe the raw issuer code arrives in charge.outcome.network_decline_code (here "62"), next to Stripe's own decline_code. Read it together with the card brand: the same two characters can mean different things on Visa and Mastercard. Mastercard's table also lists 62 as "restricted card".

Frequently asked questions

Why is my customer's card restricted?: The bank limits where it works, often blocking foreign or online purchases. The cardholder can usually change that in their banking app.
Does Visa allow retrying code 62?: Yes, it is Category 2. PlatformDTC chooses not to retry renewals because nothing changes until the cardholder acts.