This is available on Subscription Tiers:
Engage, Grow, Promote, Free Unlimited, Essentials, Accelerate, & Ultimate.
Each night Wodify emails your business’s Billing Contact a summary of auto-billing activity — a list of successfully processed invoices and any invoices that failed with an error message to help you resolve the problem.
Pre-requisite Pro-Tip
Ensure that your Billing Contact in your Location Settings is set correctly so they receive the nightly auto-billing emails.
Pro-Tip: Ask your billing contact to check spam/junk folders for the nightly emails if they aren’t arriving, and make sure the Billing Contact email is up to date in your account settings.
Step-By-Step - How To Triage Auto-Billing Errors
Open the nightly auto-billing email sent to your Billing Contact. The email lists invoices processed successfully and invoices with errors.
Locate the invoice(s) with errors. Each failing invoice includes an error code and a short message. Note the invoice number, customer, and the error code.
Reference the error code table below to determine the most likely cause and the recommended next step.
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Attempt recovery actions depending on the error:
If the guidance recommends retrying (for example
approve_with_id,issuer_not_available,processing_error,reenter_transaction,try_again_later), wait a short time and retry the charge. Some gateway or issuer issues resolve quickly.If the error indicates card data issues (for example
expired_card,incorrect_number,incorrect_cvc,incorrect_zip,invalid_number,invalid_cvc,invalid_expiry_year), ask the customer to update their card details and retry the charge.If the error indicates insufficient funds or
card_velocity_exceeded, ask the customer to provide an alternate payment method.If the decline is security/fraud related (
fraudulent,stolen_card,lost_card,pickup_card), do not disclose specific decline reasons to the customer — present a generic decline message and advise them to contact their card issuer.If the error comes from hosting/test mode (
testmode_decline) or currency issues (currency_not_supported), correct the environment or currency settings before retrying.
Communicate with the customer: depending on the error, instruct them to update payment info, contact their card issuer, or try again. Always avoid sharing issuer-specific decline details for fraud/stolen/lost card errors — present those as a generic decline.
If you can’t resolve it, gather the invoice ID, customer name, date/time, and the exact error code/message and contact support@wodify.com or use Priority Live Chat in your admin account (Promote only).
Common Error Codes & Recommended Actions
Use the code from the billing email to find the recommended action below.
| Error Code | Explanation / Recommended Action |
|---|---|
| approve_with_id | Try the payment again. If it still fails, customer should contact card issuer. |
| call_issuer | Customer must contact their card issuer for more information. |
| card_not_supported | Customer’s card is not supported for this purchase type — they should contact their card issuer. |
| card_velocity_exceeded | Card transaction frequency limit exceeded — customer should contact issuer. |
| currency_not_supported | Card/issuer does not support the requested currency — customer/issuer must confirm. |
| do_not_honor | Generic decline — customer should contact their card issuer. |
| do_not_try_again | Card issuer is refusing the transaction — customer should contact issuer. |
| duplicate_transaction | Check for a recent identical payment that may already have processed. |
| expired_card | Card expired — ask the customer to provide a new card. |
| fraudulent | Treat as a generic decline to the customer — do not share details. |
| generic_decline | Generic decline — customer should contact their card issuer. |
| incorrect_number | Card number incorrect — ask customer to re-enter correct number. |
| incorrect_cvc | CVC incorrect — ask customer to re-enter correct CVC. |
| incorrect_pin | PIN incorrect — ask customer to re-enter correct PIN. |
| incorrect_zip | Billing ZIP incorrect — ask customer to re-enter correct postal code (can be turned off in Stripe). |
| insufficient_funds | Customer should use an alternate payment method. |
| invalid_account | Card/account not valid — customer must contact card issuer. |
| invalid_amount | Charge amount invalid — confirm amount; if correct, customer should check with issuer. |
| invalid_cvc | CVC invalid — ask customer to re-enter CVC (can be turned off in Stripe). |
| invalid_expiry_year | Expiry year invalid — ask customer to enter correct expiry. |
| invalid_number | Card number invalid — ask customer to re-enter. |
| invalid_pin | PIN invalid — customer should retry with correct PIN or use another method. |
| issuer_not_available | Try again; if still failing, customer should contact card issuer. |
| lost_card | Present to customer as a generic decline. |
| new_account_information_available | Customer should contact their card issuer. |
| no_action_taken | Customer should contact their card issuer for more information. |
| not_permitted | Transaction not permitted by issuer — customer should contact issuer. |
| pickup_card | Card needs to be retrieved by issuer — customer should contact issuer. |
| pin_try_exceeded | PIN attempts exceeded — customer must use another payment method. |
| processing_error | Try again later; if persistent, retry and contact support. |
| reenter_transaction | Try the payment again; if still failing, customer should contact issuer. |
| restricted_card | Card restricted — customer should contact card issuer. |
| revocation_of_all_authorizations | Customer should contact their issuer. |
| revocation_of_authorization | Customer should contact their issuer. |
| security_violation | Customer should contact their issuer. |
| service_not_allowed | Customer should contact their issuer. |
| stolen_card | Present as a generic decline to the customer. |
| stop_payment_order | Customer should contact their card issuer. |
| testmode_decline | A real card must be used — test cards are not accepted in live mode. |
| transaction_not_allowed | Issuer disallows this transaction type — customer should contact issuer. |
| try_again_later | Ask customer to attempt again later; if persistent, contact their issuer. |
| withdrawal_count_limit_exceeded | Customer should use an alternate payment method. |
FAQs
Who receives the nightly auto-billing email? The email is sent to your account’s Billing Contact each night an invoice is processed. Make sure the Billing Contact is correct and able to receive emails from Wodify.
If I retry a payment and it keeps failing, what should I do? Have the customer update their payment method or try a different card first. For declines that indicate issuer issues (many *_not_*, do_not_*, call_issuer, etc.), instruct the customer to contact their bank. If you’ve tried retries and customer action with no success, collect the invoice ID and error details and contact support@wodify.com for further investigation.
Why are we told not to disclose “fraudulent” or “stolen_card” details to the customer? For security and fraud-investigation reasons, do not share issuer-level details. Show a generic decline message and advise the customer to contact their card issuer for more information. This helps avoid exposing sensitive fraud detection logic and keeps communications consistent.
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