When a payment fails, a relevant badge will appear on the invoice as follows:
Why might payments be rejected?
Common reasons for a payment to not be processed are listed below, along with the relevant note that will be presented on the invoice.
Failure reason | Presented message on the invoice |
Card declined | Card was declined for an unknown reason. Have your client change the payment method. |
Card declined due to invalid account | The card, or account the card is connected to, is invalid. Have your client change the payment method or resolve this issue. |
Unauthorized payment | The customer has notified their bank that this payment was unauthorized. |
Insufficient funds | Payment was declined due to insufficient funds. |
Account closed | Bank account has been closed. Have your client change the payment method. |
Account frozen | Bank account is frozen. Have your client change the payment method or resolve this issue with the bank. |
Weekly ACH limit exceeded | This payment could not be processed since the charge exceeds the weekly limit. Contact [email protected] for assistance. |
Credit card expired | Card has expired. Have your client change the payment method. |
Unknown | Unknown. Contact [email protected] for assistance. |
Is it possible for me or my client to retry a payment?
You can retry the payment on your end, via a dedicated button on the invoice:
When a payment fails, we will email your client to let them know, including a ‘Failure reason’ on their email and invoice. The ‘Retry charge’ button is currently available for you only.
An example of what the client will receive is shown below: