PayPal · Decline codes
What does PayPal processor response code 0960 mean?
Checked
PayPal processor response code 0960 (SYSTEM_MALFUNCTION) means a technical fault somewhere in the payment chain stopped the authorization. It is not a judgement on the card or the shopper's funds. Waiting a little and trying again can work; if the error repeats, the shopper can use a different payment method while the fault clears.
- PayPal label
- SYSTEM_MALFUNCTION
- Type
- Technical error
- Who declined
- A system in the payment chain (via PayPal)
- Similar Visa code
- 96 (System malfunction): Visa Category 2: reattempts allowed, up to 20 in 30 days
- Retry
- Yes, later; it usually clears with time
- Shopper action
- Wait a moment and try again
- Merchant action
- Retry later; watch for a spike across many orders
- PlatformDTC renewal (Smart retry)
- Retried 2, 5 and 8 days later, 4 attempts at most
What PlatformDTC does
PlatformDTC files PayPal 0960 as processing_error, a temporary condition. With Smart retry on, a renewal is retried 2, 5 and 8 days after the first decline (at most 4 attempts), by default at 14:00 in the subscriber's local time, and never twice within 24 hours. If all fail, the subscription is held past due, not cancelled.
Why it happens
Something failed to process the request: a processor, network or bank system. The card itself wasn't refused.
What the shopper can do
Try again in a few minutes.
If it keeps failing, pay another way; you have not been charged for the failed attempt.
What the store can do
Retry later rather than asking for a new card: the card is probably fine.
If 0960 suddenly appears on many orders, it's an outage. Check PayPal's status before changing anything in your store.
For developers
PayPal returns 0960 in processor_response.response_code on the capture (purchase_units[].payments.captures[]) or authorization of a card payment. PayPal's own name for it is SYSTEM_MALFUNCTION.
Visa has a similarly named raw response code, 96 ("System malfunction"); in the Visa Core Rules (24 October 2026, Table 7-2) that code is category 2: reattempts allowed, up to 20 in 30 days. PayPal's code list doesn't map its codes to Visa's, so treat this as context, not a translation.
Keep the raw code with the order. PayPal's label is the only official meaning, and the exact code tells support which branch of PayPal's table fired.
Frequently asked questions
- Was the customer charged when 0960 came back?
- A declined authorization is not a completed payment. Still, check the order in PayPal before retrying so you never take payment twice.
- How soon can I retry 0960?
- For subscriptions, a retry a day or more later is safer than several quick attempts.
Sources
Related
- 8000 — Processor system error: a technical fault at the processor stopped the payment.
- 9100 — Declined, please retry: a temporary decline; PayPal's advice is to retry.
- 5920 — Issuer not available, retriable: the bank couldn't be reached; try again later.
- 10BR — Issuer rejected: the card's bank turned the payment down.
- 1310 — Invalid amount: the payment amount was refused as invalid.
- 1320 — Invalid currency code: the currency of the payment can't be used here.
- 1330 — Invalid account: the card's account is not valid for payments.
- 1380 — Invalid expiration: the expiry date sent doesn't match a valid card.