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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.

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

Installment Payment Issues

Administrators may opt to offer an installment payment schedule for fees. Payers that select an installment plan, should have their payments process smoothly on the specified dates. Who doesn't love a set-it-and-forget-it scenario? If you do run into an installment payment failure, our system will handle it differently based upon the payment purpose/type - this is what typically happens and what you can do to resolve it:

Registration Installment Failure

  • Payment processing will be re-attempted three times
    • If the failure error is returned that the card is being explicitly blocked from transactions, the payment is locked completely and no further attempts will be made for the current or future installments for that transaction.
      • Resolution: The cardholder must enter their card information as a new payment method rather than attempting to update the current payment information, and select to pay the installment then or ask an organization admin to reset the registration installment dates, which will reset the payment attempts and future installments.
    • If the installment is declined due to non-sufficient funds three times, processing attempts will stop until the next installment date, skipping over the failed installment.
      • Resolution: An admin for your organization needs to reset the installment date for the failed installment in order to process that installment payment.

Invoice Installment Payment Failure

  • There will be no further attempts to process the payment after initial failure
    • Resolution Option 1: Cardholder can update payment card information to trigger the system to re-attempt processing.
    • Resolution Option 2: Administrator can cancel the invoice then create a new invoice for the remaining balance.

Payment Error: "Oh no! Something went wrong on our end! Please try your payment again!"

If you have received this message when attempting to pay your registration or invoice payment, please try the following:

Solution

  • Clear your browser cache or try an incognito browser
  • 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
  • Contact TeamSnap Support

If you have installment payments set up, payments should process smoothly on the scheduled future dates.

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