Troubleshoot a declined payment
Check the actual reason before retrying.
Check eligibility
Review available balance, authorization holds, per-transaction and cumulative limits, card state and merchant restrictions. Merchant risk checks, billing-address checks or verification challenges can also reject payments. Sufficient balance does not guarantee approval.
Avoid repeated attempts
Retries can create more holds, fees or risk controls. Keep the decline reason and time, and check whether the subscription was already activated. If the payment outcome is unclear, query the order and card ledger before contacting support.
Check in this order
Keep the error message while checking the card.
- Check whether the card is active, frozen or deleted.
- Review available funds and outstanding authorization holds.
- Review transaction limits, cumulative limits and product usage restrictions.
- Confirm that the product supports the merchant and use case.
- Check billing information and any verification requested.
- Before another attempt, rule out that the original payment succeeded.
Find your decline rate and fees
The homepage shows the account’s current rate and applicable rules.
- Read the homepage indicator and account-specific rules.
- Find declined transactions and reasons in Card transactions.
- For a fee question, match the transaction time to Finance.
Changing display timezone does not change the business rules used for decline statistics.
Describe the issue to support
Include the last four digits, merchant, time, amount, currency and exact error. Hide sensitive details in screenshots. Check uncertain results before repeated attempts, which may create new holds or fees.