Is there any documentation that helps me address this error with my clients? I sent them an invoice and they ran into this issue when trying to pay for it. They don’t run into this error when paying on other websites.
The details I can see on my end when I look into the Declined Payments in my Dashboard don’t provide any useful details. We asked this customer to use PayPal instead and they were able to then proceed to pay, but this makes me think that the issue is tied to Wix Payments as I’m seeing other payments declined when clients tried using Wix Payments.
Please advise.
Hi @info17721 ,
There is no specific error code or instruction to provide for this, as they would need to reach out to the bank to gather more details specific to their bank account details. I checked with my internal tools to locate the transaction for any additional information, but the charge does not show.
The best thing would be for the client to reach out to their bank. There were issues with the payment method MercadoPago and PayU but this does not appear to be the case, there are no other reports of this. If your client confirms with their bank there was no issue with this charge, please open up a support ticket to further investigate, but I do believe it may be a preventative measure from the bank of some sort.
That doesn’t really work because so far I have now 9 people this month (May) with declined transactions and that doesn’t sound right…
- Unfortunately they won’t all get in contact about this with us just, so that we can ask them to contact their bank if they’re not experiencing issues elsewhere, which is what’s happening with this client which led to us nearly losing her. By then we will have already lost the client.
This is alarming to me.
@info17721 If it is happening to more than one individual I would recommend reaching out to the support team, if you have already if you can provide a ticket number I would be happy to take a look into it make sure its being handled appropriately
@randya Will do, thank you!
