Payment card issues/declines explained

Card payments can fail for a variety of reasons. Some of the most common are:

• Insufficient customer funds: If a customer has insufficient customer funds or credit, the card issuer declines the transaction. To help minimize declines due to insufficient funds, ensure stable incoming funds to the card that is used for your Bodygraph Chart subscription.
• Incorrect card data: If a customer enters an incorrect card number, CVV, or expiration date, the card issuer might decline the transaction. In these cases, please ensure you double-ckeck the card details before hitting proceed button. Also, it is important that card details are up to date and not expired.
• Fraudulent activity: If a card issuer suspects fraudulent activity, which can be triggered by large purchases or a large volume of transactions over a short period of time, or foreign purchases,  they might decline payments. In This case please communicate with your issuing bank and remove fraud filter for Bodygraph Chart purchases.
• Card type restrictions: Some customers find that their card has restrictions on the types of purchasable items. FSA or HSA cards are often limited to certain types of businesses (for example, healthcare providers), so card issuer’s decline any other type of purchase. Additionally, some card issuers might not allow purchases from certain countries or outside of their own. In either case, you must contact card issuer to inquire about potential restrictions.

Declined card retries

If Bodygraph Chart subscription payment is declined, Stripe will attempt to collect the payment for an additional 21 days. If the payment is still unsuccessful after this period, your subscription will be automatically canceled.

To keep customers informed, the Bodygraph Chart system displays an account notification banner alerting them to payment issues. Additionally, multiple reminder emails will be sent to the email address associated with the account throughout the 21-day period to ensure prompt resolution.

Responsibilities

As outlined at Bodygraph Chart terms and conditions, it is Customers responsibility to keep all information at the billing account up to date to ensure successful subscription payments. Customer can access and modify billing account information through the account settings and may change payment method at any time.  

Still have questions? Please message us on Live Chat or send an email to [email protected].