Stripe is one of the most popular payment processors we connect with. This guide troubleshoots common error messages from this payment processing.
If you are facing an error message not covered here, reach out to our Support Team.
The current Stripe account connected to your Cloudbeds PMS account is not the same that was used to create the customer/store the credit card information.
Make sure you are connected to the correct account by following the setup instructions once again.
If you were a Stripe user on the previous version, you may have connected the wrong account when switching. This may happen if you have more than one Stripe account for different properties.
Problem:
Your Stripe was all set up, but now it says that your Stripe is invalid.
It might happen if you're a small property and sign up with Stripe outside the Cloudbeds PMS platform. In some cases, Stripe can reject the connection.
Solution:
We strongly recommend you sign up from Payment Options page on Cloudbeds PMS by clicking on the Click to Connect button from the Cloudbeds PMS payment options page as shown below.
Reason: Your account is connected to Stripe in test mode.
Solution: Go to the Payment Options page and switch the Gateway Mode from Test to Live.
If the mode is already on Live, you will still need to re-connect your Stripe account. On Payment Options, click Change next to Stripe and Click to Connect again.
If you do not see the mode button on the Payment Options page — contact our Support team and ask to change the mode to Live and re-connect.
Keep in mind that the credit card datas collected while the account was connected in Test Mode will not be available for charging.
Make sure your Stripe account is fully configured, verified and live. If you have a new Stripe account, you may need to go through some steps to make it fully functional. When that's completed, you should be able to use Stripe with your Cloudbeds PMS account.
When manually adding a credit card to a reservation, Stripe will run a test charge on the card provided to verify if it's a valid card or not. Since most virtual cards can only be charged on the date of arrival for the reservation, Stripe will not be able to process a test charge and will treat the card as invalid.
In this case, you may:
- Enter the credit card details on the arrival date so you can charge it using the Payment Processing Feature or
- Turn off Payment Processing temporarily and add the virtual cards to all reservations as necessary and turn Payment Processing on again when you're done. You may need to re-connect to Stripe when doing so.
You may encounter this issue with any OTAs that provide Virtual Cards, such as Expedia, Booking.com, and others.
This issue won't happen when receiving your reservations automatically from the Channel Manager.
Other error messages
For more details and other error codes, refer to this article from Stripe's website.
| DECLINE CODE | DESCRIPTION | NEXT STEPS |
|---|---|---|
| approve_with_id | The payment cannot be authorized. | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
| call_issuer | The card has been declined for an unknown reason. | The customer needs to contact their card issuer for more information. |
| card_not_supported | The card does not support this type of purchase. | The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase. |
| card_velocity_exceeded | The customer has exceeded the balance or credit limit available on their card. | The customer should contact their card issuer for more information. |
| currency_not_supported | The card does not support the specified currency. | The customer needs to check with the issuer whether the card can be used for the type of currency specified. |
| do_not_honor | The card has been declined for an unknown reason. | The customer needs to contact their card issuer for more information. |
| do_not_try_again | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| duplicate_transaction | A transaction with an identical amount and credit card information was submitted very recently. | Check to see if a recent payment already exists. |
| expired_card | The card has expired. | The customer should use another card. |
| fraudulent | The payment has been declined as Stripe suspects it is fraudulent. | Do not report more detailed information to your customer. Instead, present as you would the generic_decline described below. |
| generic_decline | The card has been declined for an unknown reason. | The customer needs to contact their card issuer for more information. |
| incorrect_number | The card number is incorrect. | The customer should try again using the correct card number. |
| incorrect_cvc | The CVC number is incorrect. | The customer should try again using the correct CVC. |
| incorrect_pin | The PIN entered is incorrect. This decline code only applies to payments made with a card reader. | The customer should try again using the correct PIN. |
| incorrect_zip | The ZIP/postal code is incorrect. | The customer should try again using the correct billing ZIP/postal code. |
| insufficient_funds | The card has insufficient funds to complete the purchase. | The customer should use an alternative payment method. |
| invalid_account | The card, or account the card is connected to, is invalid. | The customer needs to contact their card issuer to check that the card is working correctly. |
| invalid_amount | The payment amount is invalid or exceeds the amount that is allowed. | If the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount. |
| invalid_cvc | The CVC number is incorrect. | The customer should try again using the correct CVC. |
| invalid_expiry_year | The expiration year invalid. | The customer should try again using the correct expiration date. |
| invalid_number | The card number is incorrect. | The customer should try again using the correct card number. |
| invalid_pin | The PIN entered is incorrect. This decline code only applies to payments made with a card reader. | The customer should try again using the correct PIN. |
| issuer_not_available | The card issuer could not be reached, so the payment could not be authorized. | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
| lost_card | The payment has been declined because the card is reported lost. | The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline. |
| merchant_blacklist | The payment has been declined because it matches a value on the Stripe user's blocklist. | Do not report more detailed information to your customer. Instead, present as you would the generic_decline described above. |
| new_account_information_available | The card, or account the card is connected to, is invalid. | The customer needs to contact their card issuer for more information. |
| no_action_taken | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| not_permitted | The payment is not permitted. | The customer needs to contact their card issuer for more information. |
| pickup_card | The card cannot be used to make this payment (it is possible it has been reported lost or stolen). | The customer needs to contact their card issuer for more information. |
| pin_try_exceeded | The allowable number of PIN tries has been exceeded. | The customer must use another card or method of payment. |
| processing_error | An error occurred while processing the card. | The payment should be attempted again. If it still cannot be processed, try again later. |
| reenter_transaction | The payment could not be processed by the issuer for an unknown reason. | The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer. |
| restricted_card | The card cannot be used to make this payment (it is possible it has been reported lost or stolen). | The customer needs to contact their card issuer for more information. |
| revocation_of_all_authorizations | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| revocation_of_authorization | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| security_violation | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| service_not_allowed | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| stolen_card | The payment has been declined because the card is reported stolen. | The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline. |
| stop_payment_order | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| testmode_decline | A Stripe test card number was used. | A genuine card must be used to make a payment. |
| transaction_not_allowed | The card has been declined for an unknown reason. | The customer should contact their card issuer for more information. |
| try_again_later | The card has been declined for an unknown reason. | Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should contact their card issuer for more information. |
| withdrawal_count_limit_exceeded | The customer has exceeded the balance or credit limit available on their card. | The customer should use an alternative payment method. |
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