TheraNest users with billing permissions may receive a decline error while processing their client's credit card.
Client credit card payments can be declined for a number of reasons. When a payment is declined at the time of an attempted charge, a decline message pop up on the top right corner of the screen.
Below are a few common decline errors received:
Do Not Honor
This is a general decline response from the cardholder's bank. Please ask the cardholder contact their bank for details on why the transaction was declined. This decline reason could be due to:
- A block has been placed from the bank
- Unusual transaction on the account
- Card is canceled, expired or not activated
- Limit reached on the account
This is a decline from the cardholders bank. Ask the cardholder to contact their bank to request details on why their bank is declining the transaction.
This decline error refers to an invalid entry of the card information. Please re-enter the card number and try again.
If you continue to have trouble please reach out. The following additional information can be helpful for further details.
- Client initials
- Last 4 of card number
- Attempted Transaction date
- Attempted Transaction amount
Email us at firstname.lastname@example.org or call our Credit Card Support Specialist directly at 1-800-867-7405