Troubleshooting Failed Payments

There are many reasons why a payment submitted online may fail. This article covers what happens when payments fail, how payers can check on their end to try to remedy a failed payment, and what to do if they are not able to. For administrators handling failed payments, please check out Dealing with Failed Payments in our best practices guide for accepting payments.

In this article

Troubleshooting for Registrants

Troubleshooting for Team Owners and Admins

For Registrants:

Reasons Payments Fail

• Payment card information was entered incorrectly
• Payment card has been canceled or expired
• Holds or limits on the payment card with your financial institution

If your payment fails and you see the message "Oh No!  Something went wrong on our end!  Please try your payment again!", try the following:

• Clear your browser cache or try an incognito browser
• Double check your card number and expiration date to ensure they were entered correctly
• Contact your financial institution to ensure there are no holds or limits on your card
• Try a different payment method
• If none of the above resolves your payment failure, please contact TeamSnap Support

For Team Owners and Admins

Administrators may offer installment payment plans for fees, allowing payers to set up automatic payments on specified dates. If an issue arises with an installment, the system handles it based on the payment type. Here's what to expect and how to resolve it:

Registration Installment Failure

• Payment will be re-attempted up to three times.
• If the payment is unsuccessful after three attempts, no further attempts will be made for that installment.
  • Note: future installments will continue to be processed!
• If the card is blocked from transactions, no further attempts will be made for the current or future installments.

How to resolve

• The cardholder should add their card as a new payment method, rather than updating the existing one. They can then pay the installment immediately or ask an admin to reset the installment dates and payment attempts.

Invoice Installment Payment Failure

• No further attempts will be made after the first failure.

How to resolve

1. The cardholder can update their payment information to trigger a re-attempt.
2. The admin can cancel the invoice and create a new one for the remaining balance.