Troubleshooting Payment Processing Issues

• Card Declined / Generic Decline
• Insufficient Funds
• Invalid Account
• Invalid Card Data
• An Error Occurred While Processing Your Card. Try Again in a Little Bit.
• The Card Expiration Date Is Invalid or the Card Is Expired (EXPIRATION_FAILURE / INVALID_EXPIRATION)
• The Card Number Provided Is Invalid (PAN_FAILURE)
• The Card Provider Requires Voice Authorization (VOICE_FAILURE)
• The Transaction Amount Exceeded the Processing Limit (PAYMENT_LIMIT_EXCEEDED)
• This Merchant Cannot Accept Credit Cards at This Location (CARD_PROCESSING_NOT_ENABLED)
• Currency Mismatch Error
• Your Card Does Not Support This Type of Purchase
• Your Card Provider Declined the Request Because the CVV Value Is Invalid (CVV_FAILURE)
• Your Card Provider Declined the Request Because the Card Is Invalid
• Your Card Provider Declined the Request Because the Postal Code Is Invalid (ADDRESS_VERIFICATION_FAILURE)
• Your Card Provider Declined the Transaction Due to Location Restrictions (CARDHOLDER_INSUFFICIENT_PERMISSIONS)
• Transaction Amount Exceeds Available Limit or Insufficient Funds (TRANSACTION_LIMIT)

Common Payment Errors and Solutions

Payment processing happens between multiple parties – your card provider, your bank, and the payment processor. When something doesn't align perfectly, the transaction may be declined for your protection. The good news? Most issues can be resolved with a quick call to your card provider or by double-checking your payment details.

Card Declined / Generic Decline

What this means: Your card provider or bank has declined the charge without providing specific details about why.

Next steps:

1. Contact your bank or card provider directly to understand why the payment was declined.
2. Ask if there are any restrictions on your card that might be preventing the transaction.
3. If you're a practitioner, you can also log in and/or reach out to your payment processor for additional insight into why the charge failed.

Insufficient Funds

What this means: Your card doesn't have enough available funds to complete the transaction.

Next steps:

1. Contact your bank directly to verify your available balance.
2. Check if there are any pending transactions that may be affecting your available funds.
3. Consider using an alternative payment method if needed.

Invalid Account

What this means: The card or the account connected to the card appears to be invalid in the system.

Next steps:

1. Reach out to your bank or card provider to confirm that your card is active and working correctly.
2. Verify that your account hasn't been closed or restricted.

Invalid Card Data

What this means: The card number entered doesn't match the expected format or is incorrect.

Next steps:

1. Carefully verify that all card details you've entered are correct and match exactly what your card provider has on file.
2. Double-check the card number for any typos or missing digits.

📍 Note: If you're using an HSA/FSA card and your card details are correct, reach out to your practitioner to confirm their payment processor is configured to accept HSA/FSA payments.

An Error Occurred While Processing Your Card. Try Again in a Little Bit.

What this means: This is typically a temporary processing issue that may resolve itself.

Next steps:

1. Wait a few minutes and try processing the payment again.
2. If the issue continues after multiple attempts, contact your bank to determine why the charge is failing.

📍 Note: If you're using an HSA/FSA card, contact your practitioner to verify their payment processor supports these card types.

The Card Expiration Date Is Invalid or the Card Is Expired (EXPIRATION_FAILURE / INVALID_EXPIRATION)

What this means: Your card provider declined the transaction because the expiration date doesn't match their records or your card has expired.

Next steps:

1. Check the expiration date on the front of your card.
2. Ensure the month and year you entered match exactly what appears on your card.
3. If your card has expired, use an updated card for the transaction.

The Card Number Provided Is Invalid (PAN_FAILURE)

What this means: The card number entered is either incorrectly formatted or doesn't match valid card number patterns.

Next steps:

1. Verify that all card details you've provided are correct and match what your card provider has on file.
2. Re-enter your card number carefully, checking for any typos.

📍 Note: Sometimes card providers report incorrect error messages for underlying issues. If you're confident your card information is correct, contact your card provider for clarification.

The Card Provider Requires Voice Authorization (VOICE_FAILURE)

What this means: Your card provider needs to speak with you directly before approving this transaction.

Next steps:

1. Contact your bank or card provider immediately.
2. Complete the voice authorization process they require.
3. Attempt the payment again once authorization is complete.

The Transaction Amount Exceeded the Processing Limit (PAYMENT_LIMIT_EXCEEDED)

What this means: The transaction amount is higher than what your practitioner's payment processor allows them to process.

Next steps:

1. If you're a client, reach out to your practitioner for guidance on alternative payment arrangements.
2. If you're a practitioner, contact your payment processor to discuss increasing your processing limits.

This Merchant Cannot Accept Credit Cards at This Location (CARD_PROCESSING_NOT_ENABLED)

What this means: The practitioner's payment processor isn't properly configured to accept credit card payments.

Next steps:

1. If you're a client, contact your practitioner to let them know about the issue.
2. If you're a practitioner, reach out to Square support to verify your account or location is properly set up to accept credit card payments.

Currency Mismatch Error

What this means: Your practitioner can only process payments in one currency, but your invoice or payment is in a different currency.

Next steps:

1. Contact your practitioner to clarify which currency they can accept.
2. Discuss alternative payment options if necessary.

Your Card Does Not Support This Type of Purchase

What this means: Your bank or card provider has declined the charge because your card isn't authorized for this type of transaction.

Next steps:

1. Contact your bank directly to understand what restrictions exist on your card.
2. Ask if the restriction can be removed or if there's an alternative card you can use.

📍 Note: If you're using an HSA/FSA card, check with your practitioner to ensure their payment processor is configured to accept these specialized cards.

Your Card Provider Declined the Request Because the CVV Value Is Invalid (CVV_FAILURE)

What this means: The security code (CVV/CVC) you entered doesn't match what your card provider has on file.

Next steps:

1. Locate the three or four-digit CVV code on the back of your card (or front for American Express).
2. Carefully re-enter the CVV code, ensuring it matches exactly.

📍 Note: Occasionally, card providers report incorrect error messages. If your CVV is definitely correct, contact your card provider for more information.

Your Card Provider Declined the Request Because the Card Is Invalid

What this means: Your card provider has flagged your card as invalid for this transaction.

Next steps:

1. Contact your card provider to understand why your card was declined.
2. Verify that your card is active and in good standing.

📍 Note: There may be cases where your card provider reports an incorrect error message for the underlying issue. If your card information is correct, reach out to your card provider for clarification.

Your Card Provider Declined the Request Because the Postal Code Is Invalid (ADDRESS_VERIFICATION_FAILURE)

What this means: The postal code you entered doesn't match what your card provider has on file.

Next steps:

1. Verify the billing address and postal code your card provider has on record.
2. Ensure the postal code you enter matches exactly, including any formatting requirements.

📍 Note: Sometimes card providers report incorrect error messages for underlying issues. If your postal code is definitely correct, contact your card provider for additional assistance.

Your Card Provider Declined the Transaction Due to Location Restrictions (CARDHOLDER_INSUFFICIENT_PERMISSIONS)

What this means: Your card has geographic or merchant-type restrictions that prevent it from being used for this transaction.

Next steps:

1. Contact your card provider to understand what restrictions are in place.
2. Ask if the restriction can be temporarily or permanently removed for legitimate healthcare purchases.

Transaction Amount Exceeds Available Limit or Insufficient Funds (TRANSACTION_LIMIT)

What this means: Your bank has declined the transaction because it exceeds your card's daily or per-transaction limit, or your card has insufficient funds.

Next steps:

1. Contact your card provider to confirm your transaction limits and available balance.
2. Request a temporary limit increase if needed, or consider splitting the payment.
3. Use an alternative payment method if necessary.

Still Need Help?

You have support every step of the way. If you've followed the troubleshooting steps above and are still experiencing issues, don't hesitate to reach out:

• Clients: Contact your practitioner directly – they can work with you to find alternative payment solutions or investigate the issue with their payment processor.
• Practitioners: Reach out to your payment processor's support team (such as Square or Stripe) for technical assistance with your account configuration.