When a payment doesn’t go through, it can happen for a few reasons. It’s usually due to missing payment details or a payment error. Here’s a breakdown of common scenarios, along with guidance on how to resolve each one.
Missing Payment Details
If a user removes their payment details from their account, any new purchase attempt will fail. Here’s what happens:
Subscription Plans: Without saved payment details, subscription plans will not auto-renew. When the renewal fails, users lose access to content after the current billing period ends.
Status Updates:
In the People tab, users with missing payment details will show a status of "On Hold."
In the Sales tab, the status will show as "Unpaid."
Access Restrictions: If a user tries to access content without payment details on file, they’ll be prompted to re-enter their payment information.
Example:
Payment Errors
If a user’s payment details are on file but the payment still doesn’t go through, a payment error has likely occurred. In this case:
Account Status: Users with failed payments will also see the "On Hold" status.
Access Restrictions: They will be unable to access content until payment is successfully processed.
Automatic Retry: The system will attempt to charge the user multiple times after a failed payment.
Common Reasons for Failed Payments on Stripe
Stripe is often used to process payments, and there are a few frequent reasons payments may fail on their platform. Payments can fail for a variety of reasons, including some that help prevent fraudulent transactions. Stripe works to reduce decline rates across all supported payment methods. Here are some examples of reasons:
Insufficient Funds: The user’s bank account or card doesn’t have enough balance.
Card Expired: The card on file has expired.
Card Declined: The bank or card issuer has declined the payment.
Fraud Suspected: The bank may flag the transaction as potentially fraudulent.
Bank or Network Issues: There might be temporary issues with the bank or payment network.
View Stripe's Full List of Errors
To check why a payment failed on Stripe, go to the invoice that is unpaid in Uscreen and click on the Stripe link:
If you do not see a stripe link, you can look up the User's email in your stripe account directly.
Once inside of Stripe you'll see the reason why the payment failed. This is an example:
In the provided example, the payment failed because the card on file was reported as lost. When Stripe reached out to the issuing bank for authorization, the bank responded with a message instructing Stripe not to proceed with the payment, citing the card as being reported as lost.
3D Secure (3DS) Authentication Requirements with Stripe
3D Secure (3DS) is an additional authentication step that some banks require to confirm a cardholder’s identity during online payments. This is not a Uscreen requirement; it is fully managed by Stripe in response to global banking regulations. Here’s how 3DS affects payments and subscriptions:
When 3DS is Triggered: Stripe may automatically prompt 3DS for certain transactions, especially if the customer’s bank mandates it or if regulatory standards (e.g., the EU’s PSD2) apply. Customers complete this verification by entering a one-time passcode or using their bank app.
Impact on Subscription Renewals: Subscription plans will only auto-renew if valid payment details are saved. If a renewal fails (due to missing details or incomplete 3DS verification), the user will lose access to content once the current billing period ends. Stripe will retry the payment, but customers may need to complete 3DS verification to restore access. They will see a notice when they sign in to complete the verification.
Status Updates for Unpaid Subscriptions:
People Tab: Users with missing or unsuccessful payment details, including failed 3DS verification will have an “On Hold” status in the People tab.
Sales Tab: In the Sales tab, these invoices will display as "Unpaid" status.
Access Restrictions: If users attempt to access content with a failed 3DS Verification, they’ll be prompted to either re-enter their payment information or complete the verification process.
Tips for Ensuring Smooth Payment Processing
✅ Keep Payment Information Updated: Encourage users to regularly update their payment details to prevent subscription lapses.
📊 Monitor Invoice and Payment Statuses: Reviewing payment attempts and status updates can help catch issues early.
🎯 Use Stripe’s Tools for Insight: Stripe provides useful details for each transaction, helping users identify and resolve specific issues faster.
If you'd like to learn more about common payment errors, please visit our Common Payment Errors Guide for detailed troubleshooting tips.