Merchants most often see “billing_info.token is invalid” when the token they submit cannot be used by Recurly or the gateway. Nearly all cases fall into the issues below, and resolving those issues consistently fixes the error.
Most Common Causes
| Cause | Correct Resolution |
|---|---|
| Token belongs to a different gateway | Ensure the token was generated by the same gateway configured on the Recurly site/account. For example, an Adyen token cannot be used on a Stripe-routed account. |
| Gateway not enabled or misconfigured | Confirm the gateway is active under Configuration → Payment Gateways and that your request references the correct gateway setup (if applicable). |
| Token missing or malformed | Verify the request includes a valid token string exactly as provided by the gateway or tokenization flow. |
| Raw card data used instead of a token | Recurly does not accept raw credit card fields. Submit only a gateway token or stored payment method. |
| Incorrect or outdated token reference during card migrations | Ensure imported vault tokens were issued by the gateway for that merchant account and meet Recurly’s documented format for gateway tokens. |
When You Should Escalate
Escalate to Support when:
- The token appears valid for the gateway and merchant account
- The gateway is correctly configured and active
- The error persists across multiple attempts using fresh tokens
Include when escalating to Support:
• Token value
• Request payload and response
• Whether this token type has worked previously
• Token value
• Request payload and response
• Whether this token type has worked previously
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