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Resolving a Failed Payment
How to resolve a failed payment
When a payment fails, it will disable the subscription’s features for the Business Subscriber until the issue is rectified.
The reasons for a failed payment may include, but are not limited to, one of the following reasons:
- Card Error
- Validation Error
- Authentication Error
A Card Error is the most common type of error that can cause a Failed Payment. A Card Error occurs when the Business Subscriber enters a card that cannot be charged for some reason.
These are errors trigged by a failure to validate fields, for example, when a card’s expiration date or card number is invalid or incomplete.
Some payment methods and banks require authentication to complete the payment process and to successfully set up a subscription. An Authentication Error is when the authentication process has failed or has not been completed by the payer. 3D Secure is used to complete the authentication process.
To resolve a failed payment, follow the subsequent steps:
- The LSC should notify the Business Subscriber of the failed payment by using the information in the “Subscription Details” tab. The Business Subscriber would have already been notified on their dashboard about the payment status, however the Business Subscriber’s LSC can also provide advice on the suspected reason for the payment failure. This information can be found in the “Archived Payments” tab.
- Advise the Business Subscriber to read over the Subscription Routing page. From here, the Business Subscriber can reactivate their current subscription, change to a new subscription under the same LSC or move to a different LSC.