Unable to Locate Record
An "Unable to Locate Record" decline occurs when the issuer can't find the original transaction a follow-up message refers to, such as a capture, void, or reversal. It typically results from a timing mismatch, an expired authorization, or a reference number error rather than any issue with the cardholder's account.
Decline code by card network
| Card network | Code | Network's wording |
|---|---|---|
| Visa | 25 | Unable to Locate Record |
| Mastercard | 25 | Unable to Locate Record |
Common causes
- The original authorization has already expired before the capture, void, or reversal was submitted.
- A reference number, retrieval reference number (RRN), or transaction ID in the follow-up message doesn't match the original transaction on file.
- The original transaction was processed by a different acquirer or settled through a different batch than the one referenced.
What merchants should do
- Verify the reference number or transaction ID being used for the capture, void, or reversal matches the original authorization exactly.
- Check whether the original authorization has expired; if so, a new authorization may be required instead of a capture.
- Contact your processor with both transaction IDs, original and follow-up, if the mismatch can't be resolved from your own records.
How to prevent this
- Capture or settle authorizations promptly, well within the card network's authorization validity window, to avoid expiration-related mismatches.
- Ensure your system reliably stores and reuses the exact reference numbers returned in the original authorization response.
- Reconcile pending authorizations regularly so stale or orphaned transactions are identified before a follow-up action is attempted.
This code most commonly surfaces in settlement and reconciliation workflows rather than at the point of sale, since it applies to messages that reference a prior transaction. Prompt, accurate capture and reversal processing significantly reduces how often it appears.
Frequently asked questions
Does this decline mean the original sale failed?
No. It usually means a follow-up message, like a capture or void, referenced a transaction the issuer can no longer find — often because too much time passed or the reference number doesn't match, not because the original sale itself failed.
How can I fix a transaction stuck with this error?
Confirm the exact reference number from the original authorization and resubmit the follow-up action; if the original authorization has expired, you may need to run a new transaction instead.