Why charges can fail
When your customer pays inside the window, we attempt to charge the fee to your nominated card. If that charge fails — due to insufficient funds, an expired card, or a bank decline — the invoice moves to Action needed — charge failed and you'll receive an email notification.
Your customer's points are held and will be released as soon as the charge goes through.
How to resolve it
Start a chat with our support team and include your invoice number. We'll help you update your billing details and complete the charge.
Your customer's points
Your customer earned those points by paying on time. Their points remain on hold while the charge is being resolved. Once the charge succeeds, their points are issued automatically.
If your customer contacts you about a delay in receiving their points, you can let them know the charge is being resolved and their points will follow shortly.
Preventing future failures
Before adding an offer, make sure your nominated payment method is current. You can update your saved cards in Account Settings.