This feature is available on all Goodshuffle Pro Plans.
Your clients may occasionally run into issues when attempting to pay online. These errors are typically due to issues on the cardholder’s side—such as zip code mismatches or insufficient funds.
You can view error details by checking the “Project Logs.” Below are the most common processing errors and steps you can take to help your clients resolve them.
Common Payment Errors & How to Fix Them
Zip Code Error
Stripe verifies the zip code with the cardholder’s bank. If there’s a mismatch, the payment will be declined.
Solution:
Ask your client to confirm that their zip code on file with the bank matches what they entered.
⚠️ A pending charge may appear on their statement for 3–5 business days.
Solution:
Ask your client to confirm that their zip code on file with the bank matches what they entered.
Insufficient Funds
If the card doesn’t have enough balance, the payment will fail. In the “Project Logs,” this may appear as “Fraudulent” when the card is attempted multiple times.
Solution:
Your client should contact their bank or try a different card with available funds.
Solution
The client will need to contact their bank to find out if there's a problem with the account or try again with a different payment method.
Card Missing / Suspected Fraud
This error can occur when the bank blocks payments:
This can happen due to suspected fraudulent activity. Several factors can trigger this code, including large purchases, excessive charge attempts, or a high volume of charges within a short period. The bank doesn’t always provide Stripe with enough information to give exact details on why the client was blocked. This is more common when the transaction is unusual or does not align with the client’s typical spending patterns. Advise the client to contact their bank for details and allow the charge to proceed where appropriate. Additionally, some banks may block tokenized or merchant-initiated transactions, particularly for corporate cards or due to heightened security measures. Explain to the client that saved card-on-file payments might be flagged as potentially suspicious by their bank.
Solution:
The client will need to contact their bank for further insight or use a different card.
Card Expired
Vendors often can't capture a payment when the card on file has expired.
Solution:
The customer will need to update their card on file.
Additional Tips
Clients should keep contact info up to date with their bank to ensure alerts reach them.
For large or unusual purchases, advise them to notify their bank ahead of time.
Some corporate credit cards may block recurring or merchant-initiated payments for security reasons —contacting the issuer may be necessary.
Steps to Resolve Declined Transactions
Contact the Bank – Your client should reach out to their card issuer for more details.
Adjust Card Settings – Fraud rules or transaction limits may need to be updated.
Try a Different Payment Method – Encourage using another card if needed.
Exceeding Card Velocity or Limits
Cards can also be declined when users exceed:
Daily transaction limits
Available balance
Charge frequency caps
Solution:
The client’s bank can help them understand and adjust these limits.
Need Additional Support?
Click the blue chat bubble in the bottom corner of your screen to message our support team—we’re happy to help!