Common Payment Errors
When credit card payments are declined, it can happen for a variety of reasons. Here are some common payment issues:
Why was a charge declined?
When we submit a payment request to the financial institution, they use an automated system to check whether to process the charge or not. Their systems take into consideration various signals such as account balance, the card information provided, spending habits, etc. Due to these varying factors, a card could be rejected a few minutes after a successful transaction even if all the credit card information provided is correct. We may not be able to pinpoint the exact cause of the issue in this case.
How can I find more information about a specific charge decline?
If you are using the Uscreen Payment Gateway, kindly send us an email with the customer name and email to firstname.lastname@example.org so that we can review the charge for you.
If you are using Stripe:
-On the detailed customer view, select the Invoices tab and click on the invoice number
-Click on the invoice number and copy the transaction ID, example: ch_1ChKnt2SmhC8J1GrokThEkz9
-Log in to your Stripe account and navigate to the Payments tab
-Search for the transaction ID and Stripe will provide additional details
Why do I see "Cannot charge a customer that has no active card" even though there is a Credit Card on file?
This may happen if a customer tries to update their credit card information but fails to provide the complete Card information or tries to submit an empty Credit Card field. Our system will try to submit the request to Stripe, however, because the information is inaccurate, a new Stripe instance is created for the customer using the old card details which may either be invalid or expired.
This may lead to errors as seen in the screenshot below. This can be resolved by carefully entering the correct Credit card information again and clicking the submit button just once.
A customer paid via the App store but they do not have access to the videos
The customer may need to update the app and restore purchase - view this article for detailed instructions on what the customer needs to do to resolve this issue.