Occasionally, a payment may fail due to a declined card, insufficient funds, incorrect information, or connectivity issues. This article walks through the most common reasons payments fail, and how you or your residents can respond when they do.
Common Reasons Payments Fail
Issue | What It Means | How to Fix |
|---|---|---|
Card Declined | The issuing bank rejected the transaction | Resident should contact their bank or try a different card |
Insufficient Funds | Not enough balance in the resident’s account | Retry with another card or wait until funds are available |
Incorrect Billing Information | Mismatch in ZIP code, CVV, or card number | Double-check billing address and re-enter card details |
Card Expired | Card is no longer valid | Use a new or updated card |
Network or Timeout Error | Internet or system interruption during payment | Refresh the page and retry |
ACH Entry Error | Routing or account number is invalid | Re-enter the correct bank information |
Blocked by Bank (International) | Card issuer is blocking cross-border transaction | Cardholder should contact their bank or try a different payment method |
What Happens After a Failure?
The staff or the resident will typically see a real-time error message
The payment will not be processed, and no funds will be withdrawn
No receipt is sent for failed transactions. If the issue isn’t clear, check the Payments Portal or transaction logs to view error details.
Retrying a Payment
Staff or Residents can retry immediately with the same or a different method
If you’re using recurring billing, the system may retry automatically
ACH retries may require waiting for the return to process first
Tips for Reducing Failures
Encourage residents to enter full and correct billing details
Use AVS and CVV checks to catch typos
Ensure terminals and payment forms are connected and up to date
Remind residents to whitelist ACH IDs if their bank blocks direct debits (contact our team for more details)
Still Stuck?
Visit FAQs & Troubleshooting or contact our support team for help identifying the specific failure reason.