The card issuer (bank) was not able to locate the account on record and therefore is unable to complete the transaction. Please have your customer contact their bank for a more detailed explanation of the decline.
Your customer will need to contact their bank to resolve the invalid account issue. Your customer may also choose to use a different payment method by adding a new one.
You may also choose to update the customer's payment method manually by adding a new payment method for them. See "Adding a New Payment Method for Your Customer" for more details.
Once the account is validated or a new payment method has been added to the Scheduled Order, the Scheduled Order should be processed (see "After resolving the issue").
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 your payment gateway directly to their Scheduled Order including:
- Gateway CustomerId
- Gateway PaymentId
- 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