Troubleshooting
Card declined or can't be saved
What to do when a card is declined, the card processor doesn't answer, a card can't be saved or is no longer on file, or a card payment can't be deleted.
- 2 min read
- Checked against MoveBoard
- For sales, owners & admins, foremen
On this page
The card was declined
The bank said no. MoveBoard shows the card processor's reason, and nothing is recorded on the order. Check the card details with the customer, try again, or use another card or another way to pay.
When adding a card on file: This card was declined by the bank — please use another card. The card isn't saved.
The card processor didn't answer
When the network drops mid-charge, nobody knows whether it went through. MoveBoard says so and asks you not to charge again: it keeps checking that exact charge and adds the payment by itself if it went through. After about half an hour with no sign of it, it is closed as not charged and you can try again.
When saving a card: We couldn't reach the bank to check this card, so it was not saved. Please try again.
The card was charged but isn't on the order yet
The card was charged. MoveBoard could not add the payment to the order yet; it keeps trying every minute, so do not charge the card again. — wait a minute; the payment appears by itself, once.
That card is no longer on file.
The card was removed from the customer since you opened the window. Add it again, or use another card.
A card payment can't be deleted
A card payment charged through MoveBoard can never be deleted. Refund it, void it, or transfer it to another order. Card payments stay on record. Use Refund or Void, or move it to the right order. See Refund or void a payment and Delete or transfer a payment.
Also: A refund cannot be deleted on its own. · A voided payment cannot be deleted. · A voided payment cannot be transferred. · A storage payment belongs to the storage account and cannot be moved to an order.
Nothing can be charged at all
If every card fails with a processor error, the card processing connection may be wrong or switched off. An admin checks Settings › Payments & billing › Payment processing. See Payment processing.
Your own card (the texting and AI balance)
When the card that tops up your company's texting and AI receptionist balance is declined three times, auto-recharge pauses: Declined 3 times — update the card or top up. Update it on Settings › Payments & billing › Balance & usage.
Storage tenants
Monthly storage charges that are declined are listed for follow-up — see Declined storage cards.
See When a card is declined for the full details.
Related guides
- Booking & paymentsWhen a card is declinedWhat happens when a card charge is declined or the card processor doesn't answer — and what to do next.
- Booking & paymentsCards on fileSave a customer's card, charge it later, pick the default card and take a card off the file.
- Booking & paymentsRefund or void a paymentGive money back on a card, cash, check or other payment — or void a card charge that hasn't settled yet.
- Booking & paymentsDelete or transfer a paymentRemove a payment recorded by mistake, or move a payment to the order it really belongs to.
- SettingsPayment processingConnect your card processor — your Authorize.net API Login ID and Transaction Key — so deposits and card payments go through.
- StorageDeclined storage cardsWhen a storage card is declined, the customer gets an email and a text with a link to update their card and pay — and you see it on the Storage page.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.