What to do when a card payment fails

If checkout reports a failed card payment, the client should read the error before trying again. The failure may relate to the details entered, the card issuer’s decision, authentication, or an unsupported payment condition.

Ask the client to confirm that the billing details are accurate and that the card is enabled for the type of purchase. If the issuer declines the payment, the cardholder should contact their bank or use another supported method.

Before a retry, check whether the previous attempt is failed or still pending in Infinity. If the client sees a debit but you do not see a completed payment, contact support first.

You can share the error text, attempt time, invoice reference, amount, and currency with support. Never collect or forward the client’s CVV, bank password, authentication code, or full card number.

Do not repeatedly submit the same failed payment without resolving its cause.