FAQ - Payment error with message "Declined" or "Your bank declined our attempt to authorize your card"


Sometimes, you need to check, change or fix a credit card payment error. May be because you have changed your credit card or any other reason. You can enter and verify information of your credit card and payments from your DoliCloud customer dashboard. However, even if credit card information seems to be correct, payment may report an error that looks like: "Declined" or "There was an error with your card. Your bank declined our attempt to authorize your card".






When ?


This occurs when DoliCloud try to take a payment as the monthly charge for service.

- This happens when you change your credit card (because previous one is no more valid or you just want to change). In such cases, your credit card information may not be recorded and, if old credit card information are nor correct, all payment tries will report this error again.

- Sometimes, this appears automatically a month, while previous month were successful.



Why and What to do ?


When you got this error, this means your bank refuse to allow payment. This is a common error, even if your card were accepted previously and if it is accepted on another online payment services: Just because a payment was accepted (whatever is online store), does not mean a bank will approve it at another. There is a lot of reasons for that (restrictions applied by your bank on countries, currency, daily/weekly/monthly quotas, limits in number of tries, but also a lot of other reasons specific to your contract, country, bank or credit card). 


What you must do, if you have this error, is :


- Check your payment information: Check your credit card number from your customer dashboard (and try to enter information again if you changed it recently or if number or expire date is not correct). For this, login to your customer dashboard: https://myaccount.dolicloud.com (or http://www.on.dolicloud.com four account created before the 1st of June 2018) with the email you used for registration as login. Then click onto link "Change payment method" available into menu "Billing". You should be able to check/enter new payment information.


- Or, if your payment information are correct: wait 2 or 3 days that system make another try.

If it fails a second time, don't wait anymore: You must call your bank/credit card company to get reason of failed transaction and above all, tell them the following:

"I have had a transaction attempt declined for my card on YYYY-MM-DD date for Stratus5/NL Techno. It's really me using that card so please approve transactions for that card."

(just replace YYYY-MM-DD with date of failure attempt)


In most cases, bank solve the problem in less than 24 hours. And next automatic try to get payment should be successfull.






FAQ written by DoliCloud support team