The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank.
Check the customer's information in your payment gateway to determine if the payment simply needs to be updated (see "After Resolving the Issue" below).
Contact the customer to have them add a new payment method and add it to their Scheduled Order and/or call their issuing bank for the payment method for details.
Once a new payment method is added to the Scheduled Order, the Scheduled Order should be processed with the new payment method.
If you are adding a new payment method for your customer directly to your payment gateway (manually), ensure that you edit the failed Scheduled Order, add a new payment method, and copy the required billing information from the payment gateway directly to their Scheduled Order including:
- Gateway CustomerId
- Billing Address
- Payment Method Description (optional, but strongly suggested because it is used to display the payment method to your customer)
Once this issue is resolved, you should use the action to Restart Processing the Failed Scheduled Order.
Updated 6 days ago