FAQ - Payment

FAQ - Payment

A payment failed and the reason was “Your card does not support this type of purchase.” What does that mean?

There are a few different reasons that you might get this response when a payment fails:

  • Some debit cards require a PIN to be entered. If you are trying to use one of these cards, they'll need to use another card to make the purchase.
  • Some cards have restrictions on cross-border usage. If the card was issued in a country (the 'origin' field when you view the details of the payment) other than where your business is located, this might be the problem. In this case, please have your contact their bank to see if they have this restriction.
  • Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare. If you indicates that their card might only be available for certain business categories and it should work for your business, please get in touch with us.

 

Why was a customer’s charge declined?

Declines can happen for a variety of reasons. When we submit a charge to your customer’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your customer’s spending habits, account balance, and card information like the expiration date and CVC.

Since these signals are constantly changing, a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a future charge can still be declined by a bank’s overzealous fraud systems.

Finding out more information about a specific decline

We show as much information as we receive from your customer’s bank about a decline in your dashboard. Unfortunately most declines are generic, so we don’t have much specific information as to why a charge was declined.

If all of the card information seems correct, it is best to have your customer contact his or her bank, inquire for more information, and ask for future charges to be accepted.

Decreasing the likelihood of declines

The correctness of the card number, the expiration data, and the CVC are the primary factors used by the customer’s bank when deciding whether or not to accept a transaction.

Collecting the CVC can significantly decrease your decline rates. If you’re not collecting CVCs and you’re having issues with declines, requiring the value can be a quick fix.

The influence of other data that you collect, like the address or name, varies by card brand. For example, only American Express consider the customer’s name. If you are still seeing troubles with declines after collecting the more influential fields, it might be worthwhile to collect this additional data.

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