Before you contact the customer
Run through this checklist so you can diagnose and resolve the failure on the first call.
Check Stripe
Stripe Dashboard → Payments shows the decline code and bank response. Note it before you call the customer.
Gather context
Have the invoice number, amount, and recent account history ready so you can answer questions without pause.
Plan a backup
Decide whether you’ll offer another card attempt, bank debit, or transfer if the card keeps failing.
Common failure reasons
Card issues
- Insufficient funds or daily limit reached.
- Card expired or number typed incorrectly.
- Bank blocked the card because the transaction looked unusual.
Bank declines
- Fraud-prevention filters at the issuing bank.
- Card not authorised for online or international payments.
- Underlying bank account closed or frozen.
Technical hiccups
- Temporary network timeout between Toolfy and Stripe.
- Processor outage (rare; usually resolves within minutes).
- Malformed request—contact support if the error persists.
Identify the problem fast
- Open the invoice—Toolfy displays failed attempts in red with Stripe’s error message.
- Check the payment history timeline for timestamps and masked card details.
- Look at alerts—Toolfy notifies you and the customer immediately after a failure.
- Cross-check Stripe Dashboard → Payments for the error code and recommended action.
Steps to resolve
- Review the decline reason so you can explain it plainly.
- Contact the customer with a friendly explanation and suggested fix.
- Update payment details (new card, different method) or have them speak with their bank.
- Retry the payment once the issue is cleared.
- Log the outcome in invoice notes so teammates know the status.
Phone script:
“Hi {{customer_name}}, this is {{your_name}} from {{business_name}}. We tried to process invoice #{{invoice_number}} and the bank declined it with '{{error_message}}'. That usually means {{simple_explanation}}. Would you like to try another card or arrange a bank transfer? I can resend the payment link right away.”Tailor your approach by error
Insufficient funds
- Ask when is best to retry and schedule it while on the call.
- Offer a payment plan or split the invoice if appropriate.
- Provide an alternative method such as bank transfer or direct debit.
Expired / invalid card
- Send an update-payment link so the customer can add a new card securely.
- Suggest Apple Pay or Google Pay—the new card usually syncs automatically.
- Remind them to remove expired details to avoid repeat failures.
Bank blocked or suspected fraud
- Ask the customer to contact their bank and approve the transaction.
- Resend the payment link once the bank lifts the block.
- Enable 3D Secure (SCA) in Stripe if the bank requires an extra step.
Technical error
- Wait a few minutes and retry—the outage is usually temporary.
- Check the Stripe status dashboard if the issue persists.
- Fallback to bank transfer if the payment is urgent.
Stay ahead of future failures
- Keep customer cards up to date—Stripe can email customers automatically when a card is about to expire.
- Offer bank debit (ACH/BACS/SEPA) for large invoices to avoid card limits and declines.
- Use payment reminders so customers have funds ready before the due date.
- Record detailed job notes, photos, and signatures—helpful if banks query the charge.
Related guides
Need help with a decline?
Email support@toolfy.io or follow the contact support guide. Share the Stripe payment ID so we can investigate immediately.