Troubleshooting Card Payments
Suspected Fraud
Issue: The resident’s bank or card issuer has flagged the transaction as potentially fraudulent.
Solution: Resident should contact their bank or card issuer to determine why the transaction is being flagged, request that the restriction be removed, and then attempt the payment again.
Do Not Honor
Issue: Generic decline response from the resident’s bank or card issuer.
Solution: Resident should contact their bank or card issuer to determine why the transaction is being flagged, request that the restriction be removed, and then attempt the payment again.
Insufficient Balance
Issue: Available balance or credit limit is not sufficient to complete the transaction.
Solution: Resident must use a different payment method or ensure sufficient funds/available credit are in the account before attempting the payment again.
If a resident attempts to pay with a card that does not match the name on their account, the transaction will follow the Authorized Payer flow. Common errors in this scenario include:
That Email Is Not Allowed
Issue: The resident is entering their own email address instead of the cardholders email address.
Solution: Resident must use an email address that is different from their own.
Authorization Payer Link Expired
Issue: The authorized payer is unable to submit the card payment as the link has expired.
Solution: The resident can resend the request to the cardholder. They must approve the request within 15 minutes.