Payments may fail for a variety of reasons. We use Stripe which is an industry leading payment processor to manage all payments. We don’t get to see their card information, all of that is private with Stripe to protect their privacy.

If their card fails have them try these steps:

1. Check with your bank to make sure they haven’t flagged us as potential fraud (it may show up as Silver Fox Productions, LLC on their bank statement as that’s our legal business name). If they flagged it, they need to click “approved” or another question their bank asks them and try the payment again.
2. If it wasn’t flagged or they click approved and it still doesn’t work ask them to try a different card/payment method (such as another credit card or a debit card).
3. If that doesn’t work ask them to try paying on another device.
4. If the problem persists tell them a team lead will reach out and communicate with them to resolve the issue.

Note- what’s key here is leading with empathy and care. Use lots of phrases such as “I am sorry that you are experiencing that, let me help!” or “I’ll make sure that you’re taken care of!”. Often times clients will be frustrated at this point and we need to let them know they will be served and taken care of!

⚠️ Internal Search Terms – Do Not Edit failed payment method, payment declined, card not working, unable to process payment, payment error, update card info, billing failed, charge not going through, fix payment method, retry payment