Error Code 920

Article Title
Error Code 920 (Non-ACH Deposits)

Category
Deposit and Bonus / Decline Issue

General Information
Error Code 920 (for non-ACH payment methods) indicates that the system is currently unable to process the payment method. This is typically a temporary issue related to processing availability or system limitations.

Purpose / Objective
To guide agents in identifying Error Code 920 (non-ACH), understanding the cause, and advising the player appropriately.

Scenario / Use Case
A player attempts a deposit using a payment method (card, PayPal, etc.) and receives Error Code 920.

Step-by-Step Instructions

1. Locate the failed deposit in the Payments tab.
2. Confirm the error code is 920 (non-ACH).
3. Inform the player the payment method is currently unavailable.
4. Provide resolution steps below.

Resolution

• Advise the player to:
  • Try again later, OR
  • Use a different payment method

Player Guidance (Approved Messaging)

• Inform the player:
  • The payment system is temporarily unable to process the selected method
  • This is not an issue with their account details
  • Retrying later or using another method is recommended

Rebuttal Guidance

• If the player presses for more details:
  • Reconfirm that the system cannot currently accept the payment method
  • Reinforce alternative solutions (retry later or switch methods)

Additional Information / Tips

• Do not over-troubleshoot—this is typically system-related
• Avoid suggesting repeated attempts in quick succession
• Encourage alternate payment methods for faster resolution

Variations / Related Questions

• “Why can’t I deposit right now?”
• “What does error code 920 mean?”
• “Is something wrong with my card?”
• “Why is my payment method not working?”

Common Issues / Troubleshooting

• Issue: Player retries repeatedly

  • Advise waiting and trying later

• Issue: Player thinks account is blocked

  • Clarify it is a temporary payment processing issue

Case Logging Requirements

• Owner: Customer Support / Support
• Category: Deposit and Bonus
• Subcategory: Decline Issue
• Subject: Decline Issue
• Resolved: Yes

Suggested Case Logging Notes

• Player contacted about deposit issue → Error Code 920
• Advised to retry later or use an alternative payment method