Failed payments

How can I see why my customer's payment failing?

The first thing you'll want to do is to check the logs of your payment. For a scheduled payment that failed, you'll have access to this log via the invoice itself! If you head to Customers > The profile of the customer who had a failed payment > Invoices (tab) you can see a history of all the invoices that the customer has, and they'll be marked with the relevant status - look for the one that is unpaid and click on it's Linked transactions, then click on the resultant arrow facing right to view the log.

Or navigate to Logs > Transactions to view a history of all your company transactions, including those from a new customer having issues signing up. Once you've found the individual transaction you want to see, click on the '>' arrow to view the log.

This will open the transaction log's details in a menu from the right-hand side of the screen, where you'll be able to see all of the information we have received about the transaction from your payment gateway. Expand either the Payment gateway response section or Raw Spreedly payment log to view details on why the transaction failed or declined.

How can I resolve Authorize.net payment errors?

If you process transactions through Authorize.net, we've complied some information on how to resolve some of the more common failed payment errors.

You can read more here on Authorize.net payment failures here.

How can I resolve Stripe payment errors?

If you process transactions through Stripe, we've complied some information on how to resolve some of the more common failed payment errors.

You can read more here on Stripe payment failures here.

How can I resolve another gateway's payment errors?

If you process transactions through any of our other supported payment gateways, we've complied some information on how to resolve some of the more common failed payment errors.

You can read more here on Other gateway payment failures here.


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