Declined "Failed" Transactions

Use these steps to resolve declined payments and successfully collect outstanding balances.

💡 Good to Know: Declined transactions will appear in both the Failed Payments tab and the Balances Due section

How to see those that have declined

• Declined payments will remain in the Balances Due section
• They will show card is present

You can also check All Payment Transaction History:

• Go to Statements & Payments
• Select All Payment Transactions History
• Click the Failed Payments tab

⚠️ Important: Transactions without a credit card on file will remain in Balances Due and display an unfilled credit card icon

Wait Before Retrying

• Wait at least 24 hours before reprocessing

⚠️ Important: Running a declined card multiple times in one day can impact your merchant account and delay funding

Contact the Guest

• Inform the guest of the declined transaction
• Ask them to contact their card issuing bank

💡 Good to Know: Larger transactions are often flagged as fraud if they are outside normal spending patterns

Update Credit Card Information

• Add or update a card in the guest interface
• Or update the card in the Statements page

Send an Invoice

• Click Send Invoices from the Balances Due screen
• Select a pre-written message or customize your own
• This will email the guest a link to complete payment

Retry the Transaction

• After waiting and confirming with the guest, retry the payment