Use this guide when a customer's card payment or card setup fails. This article covers customer payments for reservations. If the failed charge is for your Moovs subscription, see My Moovs subscription payment failed or was declined — what do I do?
Find the payment error
Open the reservation.
Select More, then View Payments.
Find the failed card payment, select the three-dot menu, then select View more details.
Review the payment status and Decline Code. The message shown when the charge failed may also explain the problem.
Before trying the charge again, confirm that a successful payment for the same amount was not already created. Moovs can reject an identical payment submitted again shortly after the original as a duplicate transaction.
Choose the next step
Card declined or declined for an unknown reason
This includes messages that tell the customer to contact their card issuer, such as generic decline, do not honor, call issuer, not permitted, or restricted card errors.
Ask the cardholder to contact their card issuer for more information.
Use another card or payment method if available.
Moovs cannot override a decline returned by the card issuer. A restricted-card error refers to the customer's card and is different from a Restricted Moovs Payments account.
Incorrect card number, expiration date, CVC, or ZIP/postal code
Confirm the card and billing information with the cardholder, then add the card again with the corrected information. If the card is still rejected, use another card or have the cardholder contact their issuer.
For more detail, see Resolve ZIP code or CVC verification issues.
Authentication required
The cardholder's bank requires an additional authorization step. Ask the cardholder to add the card or complete the payment through your Customer Portal or customer-facing payment link, then complete every prompt from their bank. If the card still cannot be authenticated, the cardholder should contact their issuer or use another card.
If the saved card shows PENDING, see What does a pending card status mean?
Insufficient funds, card not supported, currency not supported, or amount/limit error
Ask the cardholder to contact their issuer or use another payment method. For an amount error, also confirm that the charge amount is correct before trying again.
Processing error, issuer unavailable, re-enter transaction, or try again later
First confirm that no successful payment was created. Then try the payment again. If it fails again, try later, ask the cardholder to contact their issuer, or use another card.
Duplicate transaction
Review the reservation's payment activity before doing anything else. If a payment already succeeded, do not charge the customer again. If no payment succeeded, wait before trying again or contact Support if the status is unclear.
General payment or system error
If the message does not include a clear decline reason, confirm that no successful payment was created, refresh Moovs, and try again. If the error continues, contact Support using the steps below.
If customer card payments are unavailable for everyone
Go to Settings > General > Payments and check the Moovs Payments account status. If it shows Restricted Soon, Restricted, or Pending, follow Why am I seeing “Restricted Soon” in my Moovs Payments?
Contact Support for customer payment errors
Select the ? in the Operator portal and start a chat with the Support team. Include:
The reservation number
The exact error message or decline code
The payment amount and approximate time of the attempt
The card brand and last four digits only
Never send a full card number or CVC through chat or email.
The Payments team is only for a Moovs Payments account that shows Restricted Soon, Restricted, or Pending, or for an explicitly active account review. All other customer card-payment issues should go to Support through the ? in the Operator portal.