When a saved card payment fails
What happens when a card is declined or the bank wants the customer to approve it.
Sometimes the charge to a saved card does not go through. The invoice is still sent, and the app follows up for you.
| What happened | What the app does |
|---|---|
| The card was declined | Tries again after 1, 3 and 7 days. The customer is emailed once, on the first failure, with a link to pay another way. You get a notification then, and again if the last try fails |
| The bank wants the customer to approve the payment | Does not try again, because only the customer can approve it. They are emailed the pay link, and you get a notification |
| There is no saved card, or Stripe is disconnected | The invoice goes out with its pay link, like any other |
Where you see it
- The recurring invoice shows card problem on the list, and the reason on its page, until a charge goes through.
- The invoice itself says the saved card was not charged, and why, until it is paid.
Getting it sorted
- If the customer pays another way, from the pay link or by bank transfer, the retries stop.
- If they have a new card, they can tick the save box again when paying from the pay link. The new card replaces the old one.
The failure email's wording can be changed under Settings, Emails, An automatic card payment that did not go through.