Last updated: August 2023
Here are the list of common payment errors for cards and recommended actions that users can take to resolve the issue.
Error | Explanation | Suggested action |
Insufficient funds | User does not have enough money in his card balance. | User can top up his balance or try with a different payment method. |
CCV is incorrect | User keys in the wrong CCV security code. | User double-check the CCV and try again. |
Expiry month/year is incorrect | User keys in the wrong expiry month or year. | User double-check the expiry information and try again. |
Card number is incorrect | User keys in the wrong card number. | For direct transaction, user should double-check the expiry information and try again. |
User did not complete 3DS verification | For extra fraud protection, 3D Secure (3DS) requires users to complete an additional verification step with the card issuer when paying. They will be required to key in a password that is sent to their personal device, for most cases will be their mobile phone. | During checkout, user should watch out for the 3Ds authentication popup screen and follow the step to complete the verification. |
The bank decline the transaction (Generic decline) | The bank that issues the user's card decline the transaction due to various signals, such as your customer’s spending habits, account balance, and card information such as the expiration date, address information and CVC. In such cases, the bank only reveals the exact cause of failure with the cardholder due to security reasons. | User should directly contact the bank that issues their card and seek further information.
One of the most common causes is that user does not enable international transaction on their card. They are advised to double-check and enable this option, as it is not enabled by default. |
References from Stripe documentation: https://stripe.com/docs/declines
FAQs
What will happen if a member changes his/her card that was used for subscription?
What will happen if a member changes his/her card that was used for subscription?
If a member changes her card, the renewal payment will fail. User will receive an email notification to inform them that their payment fails. The user will have to update their payment method to proceed and renew the membership.
Why was my payment declined by the bank?
Why was my payment declined by the bank?
There are many reasons why a payment was declined by the bank that issues the users' card.
When a charge is submitted to the issuer of your customer’s card, they have automated systems and models that determine whether or not to authorize it. These systems analyze various signals, such as your customer’s spending habits, account balance, and card information such as the expiration date, address information and CVC.
Unfortunately, most declines are categorized by the card issuer as “generic” so it’s not always possible to know exactly why a payment was declined. If all of the card information seems correct, it is best to contact the card issuer and ask for more information. For privacy and security, card issuers can only discuss the specifics of a declined payment with their cardholders–they cannot discuss this with the merchant (Nas.io), or even with our payment gateway Stripe.
Geographic location restriction
In addition, there are also restrictions on the cards due to geographic location. In some countries like India, international transactions are not enabled by default. Hence users are required to enable international transactions in order to purchase on Nas.io.
Blocked payments due to fraud risk
In order to reduce fraud rate on Nas.io, we utilise Stripe’s automated fraud prevention toolset called Radar, which is able to detects and blocks high-risk payments, such as those with mismatched CVC or postal code values.
Why is 3DS verification required in subscription renewal (even after the first payment has already been verified)?
Why is 3DS verification required in subscription renewal (even after the first payment has already been verified)?
In some cases, the bank will require the user to authenticate an auto-charge transaction, especially if this is the first time.
This is to make sure that the user is still owner of the card and is authorising the transaction, to prevent any fraud transaction.
The bank may require the user to verify again in subsequent charges for security checks.
Unfortunately, this is not something our platform can control but is decided by the bank and also by country regulation. Even though 3Ds authentication might seem a barrier to renewal, it is indeed has helped prevented many fraud transactions and help protect consumers across the subscription industry.
Will my user be notified that they need to complete the 3Ds authentication to complete their membership renewal?
Yes. User will receive an email reminder sent by Stripe every 2 days from Stripe to complete 3Ds verification, until the end of the grace period (7 days).
User is advised to look out for the email their inbox, or by searching
3D Secure Email as the email subject or
Stripe as sender
User can click on Confirm payment and follow the instructions to complete the 3DS verification.
After the grace period, if user has not completed the 3Ds verification, the renewal payment will not go through and the subscription will be canceled.