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kimber2
October 6, 2024
Question

Failed Credit Card Billing

  • October 6, 2024
  • 1 reply
  • 0 views

We recently had 5 recurring transactions fail "card declined". After emailing our customers to ask if they got a new card, none of them had. I then re-ran the transactions one at a time and they went through this time. However, each time I was sent back to the QB login page in a frame within the frame I was already using. The third time it didn't even do that. This was repeatable. This has made a bad impression on my customers, and appears to be due to multiple independant problems. This is not the first time I've seen this - it has been happening for several months or more.

 

 

 

1 reply

K
KayePe
October 6, 2024

The card declined notification when processing some of your recurring transactions may result from several potential reasons, @kimber2. Let's dig into this topic to find a resolution.

 

Authorization problems and missing information is a common reason why customer's credit card is getting declined. To manage this thoroughly, here are some tips that can help you check if you entered their credit card information manually:

 

  • Ensure that the verification code and credit card numbers are correct. Cards like Visa, Mastercard and Discover cards, it is a 3-digit code on the back of the card and 4-digit code in front of the card for the American Express.
  • Avoid special characters and spaces in the credit card number or other data fields.
  • For the US USPS website, use the customer's address.

 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Safari: Command + Option + P

 

If it's now working, check out this article for a step-by-step process to clearing your cache: Clear cache and cookies to fix issues when using QuickBooks Online. Alternatively, you can switch to other supported browsers.

 

Moreover, we appreciate you for sharing to us that you're experiencing this matter for several months. To investigate this further, I recommend contacting our support team. They will put a time in examining this concern and will provide help once they have a resolution for this. Here's how to reach them:

 

  1. Log in to your QuickBooks Online company.
  2. On the upper right corner of your screen, click on Help (?).
  3. Select or type Contact Us.
  4. Start entering your concern, then select Let's Talk.
  5. Please choose a way to connect with us:
  • Assistant tab and select Talk to a human.
  • Search tab and click on Contact Us to connect with a support expert.

 

 

On the other hand, to see all of your recurring transactions easily in one place using QBO, review this reference as an additional guide: Review your recurring transactions in QuickBooks Online.

 

Know that we are committed in assisting you about any matters and concern you have in QBO. If questions are still up in your mind with handling your recurring transactions, let me know. I'll aid you again once I get notified.

K
kimber2Author
October 8, 2024

Not ALL recurring transactions fail, just some. And all the cards that failed have been working for over a year (some for several years), then failed, so the card info is correct. I re-ran each a few days after they failed and the transactions went through that time.

 

The second issue (where QBO brings me back to the login page, then opens a second frame inside the first so I see multiple copies of the left-hand side menu) could be browser cache or cookies (I'm using Chrome, and always keep it up to date), but this has ocurred on two different computers, leading me to believe QB Online isn't managing their cookies properly. I will try an incogneto window next time this happens and see if that helps.

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