Card declines happen on the cardholder's bank side — Ande can't override them — but they're usually quick to resolve. Here's what to do.
If your client's card is declined when paying a payment link
Ask your client to check the following with their card issuer:
The bank declined the charge. Banks often block large or unfamiliar charges as suspected fraud. The client should contact their bank to approve the payment, then try again.
Insufficient funds or over the card limit. The client can use a different card, or ask their bank to raise the limit for the transaction.
Incorrect card details. Double-check the card number, expiration date, CVC, and billing ZIP code.
Your client can also switch to ACH bank transfer on the same payment link — ACH has no processing fee and isn't subject to card limits.
If a card on file is declined when you charge it
If a saved card declines when you charge it from the Venue Portal or Chrome extension:
Ask the client to contact their bank to authorize the charge, or to provide another card.
Generate a fresh payment link so the client can pay directly and choose their method (including ACH). See Generating a Payment Link via the Ande Venue Portal.
What happens if a final payment fails?
If a final payment fails, you'll be notified and will need to reach out to the client — they may need to increase the minimum spend or check with their accounting department. This works the same way as a failed payment in Tripleseat.
Are automatic retries attempted? No. The payment is not retried automatically — you'll need to follow up with the client.
Who is notified? Whoever ran the payment is notified in the sidecar.
Still failing?
If a card keeps declining after the client has confirmed with their bank, or you see an unexpected error rather than a decline, contact [email protected].