Stripe Error Messages

If you have received an error message in relation to Stripe, then please check below for the solution: 

 

' Payment was not collected by the payment gateway - An unexpected error occurred - The statement descriptor must be at most 22 characters. XXXXXXX is XX characters long.'

You will need to shorten your Statment Text within Settings > Configuration > Stripe Connect

Once you have shortened the Statement Text to less than 22 characters, click on Update to save your settings.

 

'Problem collecting payment for XXXXXX expected in X/XXXX - Payment was not collected by the payment gateway - Card Number is invalid -'

This would indicate that the credit/debit card that has been used to lodge the payment intents for the RPI has been updated to new card details. 

The last 4 digits of the Card Number used to lodge the payment intents are stored in CollectionReference2, which can be seen in the Charge Log on a Timeline or via an RPI List. 

The new last 4 digits of the Card Number will need to be obtained and the CollectionReference2 field updated - the update can only be undertaken by Donorfy Support at present so please raise a support ticket. 

The donor should be contacted to inform then and a any missed payment can then be made as an adhoc transaction taken via the Stripe terminal and then manually paid on to the Timeline (and the RPI linked). 

 

'Problem collecting payment for XXXXXX expected in X/XXXX - Payment was not collected by the payment gateway - An unexpected error occurred - Your card was declined.'

This may be a temporary decline or may be related to the card being recently being replaced. 

Where a card is declined, you should contact the donor to establish the reason. Details can then be updated in Stripe and then altered on the RPI as per the invalid card number error message.

If the error was due to a card being replaced and the card details have been since updated in Stripe, then the details just need to be altered on the RPI as per the invalid card number error message.

 

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