Sections

• Issue
• Environment
• Resolution

Issue

While checking the status under Order errors from Customers in the merchant portal, in the Error column there are charge errors that include one of the following:

• payment method not found
• processor error

Payment processor charge errors are issues that can occur on all platforms. Accompanied error message details can vary depending on the payment processor in use and the issue experienced.

If you had previously migrated your store’s platform or changed payment processor, a customer account could cause a payment processor error and need re-syncing to align the data for the charge to go through.

Environment

Click Customers > Order errors to view charge errors in the merchant portal. 

Resolution

When a customer experiences subscription orders not being processed due to a payment processor error, have the customer remove and re-add the payment method.

1. Ask the customer to remove their payment method from their customer portal, and re-enter it again. Alternatively, they could try a different payment method.
2. Manually retry the charge after the changes to see if the error clears. Click the three dots next to the Error column and select Retry charge.

If the order continues to have an error, ask the customer to go through the checkout process

Have the customer create a new order by going through the checkout. This could help pass the processor details correctly through the checkout and into Recharge.

If the errors still persist after troubleshooting

Reach out to your payment processor’s support for further assistance.