Transaction errors will surfaced to the driver via text and in-app message when the code your driver used is not able to be authorized. There are several reasons why a code would not be authorized, which are listed below.

This code has been authorized and used previously. Most commonly this occurs when a driver uses a code to make a purchase and the merchant fails to close out the code with the final transaction amount, preventing a new code being generated for the driver's next purchase.

How to resolve

If a driver is unable to pay because of this error you can send them a one-time code to bypass their policy and enable them to pay immediately. Alternatively call our support team at 1-877-735-2910 and we can guide you on how to generate a new code for your driver.

This code was not authorized before the transaction. This could mean that your driver authorized their code previously and then let the authorization time out before actually going to use the code.

How to resolve

Ask your driver to refresh their Relay App, authorize their code again, and then retry the transaction. If they have any difficulty authorizing make sure they are entering any prompted information correctly.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.

This transaction failed because there are not sufficient funds available in your Relay account or remaining on your credit limit.

How to resolve

Deposit funds in your Relay account or make a payment towards your credit limit. Ask your driver to try running the transaction again. Depending on your method of deposit it may take multiple business days for a deposit/payment into your account to go though. For an instant deposit, you can deposit funds using a credit card.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.

This transaction failed because the code was used at an invalid location. This likely means one of two things dependent on the code type.

If the code is a one-time code

The driver is trying to pay at a location that does not match the code's location restriction.

To resolve, confirm where the driver is attempting to pay and see if it matches the code's restriction in the portal. Then either update the code's location restriction or issue the driver a new one-time code.

If the code is a policy code

Then it is likely that the driver has selected the wrong location in their app. When driver pays at a fuel stop using their policy they must select where they want to pay from a list of nearby locations. The code is then locked to that location until the transaction is complete for security purposes. If the driver picks the wrong location (For example they select Loves when they mean to select the Pilot down the road) then their code will not work.

To resolve ask your driver to exit the payment flow and restart it, taking care to select the correct location.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.

This transaction failed because the code was used at a restricted location. Likely this means that the location is out-of-network or prohibited in your network settings.

How to resolve

The simplest resolution is for your driver to go to a location that is not restricted in your fuel network settings. Drivers can find locations that are enabled for them in the explore section of their Relay App.

If you need to enable your driver to pay at a location outside their settings you can change that location's status to "In-network" on the fuel settings page of your Relay account. Alternatively you can send your driver a one-time code to enable them to pay immediately.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.

This likely means that the driver selected a product at the pump that was not allowed by their policy or one-time code type. It can also mean that the driver selected a product for which they have exhausted their policy limit.

How to resolve

Make sure the driver is attempting to purchase a product allowed by their policy or by their one-time code type. If the purchase is failing because your driver has exhausted their policy limits for a product you can send them a one-time code to allow a payment beyond their regular spending cap.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.

This likely means that the driver attempted to purchase products that are not allowed within their policy limits.

How to resolve

Click on the specific driver in the Driver tab of your Relay portal to view what the driver is able to purchase. Ask your driver to remove any products not allowed by their policy and try again.

If the problem persist or if you need any additional help call our support team at 1-877-735-2910.