> ## Documentation Index > Fetch the complete documentation index at: https://docs.newie.app/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting & Error Reference > Common errors, confusing states, and support investigation steps. ## Overview Troubleshooting works best when you start from the symptom: what failed, what message appeared, and whether the issue is with checkout, a payment method, a payout, or an app action. ## Reference Scope The tables below match common symptoms to likely causes, practical fixes, payment failure codes, decline-code meanings, and the details to include when contacting Newie support. For practical provider questions and step-by-step resolutions, use the relevant topic page: [Payments & Billing](/guides/payments-billing), [All Customers](/guides/subscribers-customers), [Selling Overview](/guides/selling-sharing), [Payouts](/guides/payouts), or [Communication](/guides/communication). Start with account, service, payout, and pending-payment checks. Use decline-code tables to decide whether to retry, update details, or contact the bank. Capture the action, screen, error text, time, and screenshot for support. ## Quick Diagnostic Checks ### You can't sell services If you cannot sell, publish, or share a service, check that: * Your profile is complete * Payout setup is complete and Stripe is connected * Your account has been approved for selling * At least one service is published and Available for Sale * The service has a valid price, currency, and payment method setup ### A payment failed Open the invoice and look for the failure code. Use the payment failure code tables below to decide whether the customer should retry, update their payment method, contact their bank, or use another card. For failed payment attempts on subscription or instalment invoices, you can usually send the Customer Manage Link so the customer can update payment details and retry when Newie shows that action. ### A BECS payment is still pending BECS Direct Debit is an async bank payment. When the customer submits the payment, the payment may show as Pending or Processing while the bank confirms it. This usually takes up to 3 business days. The related subscription or customer record can stay active while bank confirmation is pending. The payment itself is not marked Paid until the bank confirms it. Zapier does not expose a Payment Created trigger, so users cannot build automations that fire when a BECS payment is first submitted. Payment Paid fires only after bank confirmation, when the related invoice is marked Paid. ## Payment Failure Codes ### BECS Direct Debit Failures (Australia) Failed BECS payments can retry automatically when Auto-Retry is active and the payment is eligible. If retries are exhausted or the payment method is invalid, the customer needs to update their payment method. | Code | Description | What to Do | | ------------------------ | ------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | | no\_account | Bank account does not exist | Ask the customer to update their payment method. | | account\_closed | Bank account is closed | Ask the customer to update their payment method. | | invalid\_routing\_number | Routing number is invalid | Ask the customer to update their payment method. | | debit\_not\_authorized | Debit was not authorized | Ask the customer to update their payment method. | | recipient\_deceased | Account is inactive | Ask the customer to update their payment method. | | internal | Internal bank or processor error | Ask the customer to update their payment method. Contact Newie support if the issue continues. | | refer\_to\_customer | Insufficient funds or the bank requires customer action | Ask the customer to add funds or contact their bank. If Auto-Retry is active and the payment is eligible, Newie can retry the failed payment. | ### Common Card Decline Codes | Decline Code | Description | Retry? | What to Do | | ------------------------ | -------------------------------------- | ------ | ------------------------------------------------------------------------------- | | authentication\_required | Authentication issue | No | Ask the customer to update their payment method. | | call\_issuer | Card issuer needs to be contacted | No | Ask the customer to contact their bank or use another payment method. | | card\_not\_supported | Card is not supported | No | Ask the customer to use another payment method. | | do\_not\_honor | Bank declined the payment | Maybe | Ask the customer to re-add the card, contact their bank, or use another card. | | expired\_card | Card has expired | No | Ask the customer to update with an active card. | | fraudulent | Payment was flagged as fraud | No | Ask the customer to use another payment method. | | generic\_decline | Unknown or blocked decline | No | Ask the customer to update their payment method or contact their bank. | | incorrect\_cvc | CVC is incorrect | No | Ask the customer to re-enter the correct CVC. | | incorrect\_number | Card number is incorrect | No | Ask the customer to re-enter the correct card number. | | insufficient\_funds | Not enough funds | Yes | Ask the customer to add funds, then retry. | | invalid\_expiry\_month | Expiry month is incorrect | No | Ask the customer to correct the expiry date. | | invalid\_expiry\_year | Expiry year is incorrect | No | Ask the customer to correct the expiry date. | | issuer\_not\_available | Issuer could not authorize | Maybe | Retry later, or ask the customer to use another payment method if it continues. | | lost\_card | Card was reported lost | No | Ask the customer to use another card. | | stolen\_card | Card was reported stolen | No | Ask the customer to use another card. | | card\_velocity\_exceeded | Spending or transaction limit exceeded | Maybe | Ask the customer to contact their bank or use another payment method. | | currency\_not\_supported | Currency is not supported by the card | No | Ask the customer to use another card. | ### Additional Stripe Card Decline or Error Codes You may also see these Stripe card decline or error codes in Newie. Use the action below, and include the decline code if you contact Newie support. | Code | Meaning | What to Do | | ------------------------------------ | ------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | approve\_with\_id | Transaction was not authorized | The customer may need to update payment method or contact their card issuer. A retry may succeed. | | do\_not\_try\_again | Hard decline from card issuer | Ask the customer to use another payment method or contact their card issuer. Avoid repeated retries. | | duplicate\_transaction | Possible duplicate transaction | For subscription or instalment payments, open the related subscription or instalment plan and check Invoice History before retrying. Retry later or use another payment method if needed. | | incorrect\_pin | Incorrect PIN | Ask the customer to retry with the correct PIN or use another payment method. | | incorrect\_zip | Incorrect billing postal code | Ask the customer to update payment details with the correct postal code. | | invalid\_account | Invalid card account | Ask the customer to update payment method. | | invalid\_amount | Amount is not allowed or exceeds a limit | A retry may succeed, but the customer may need to contact their card issuer or use another payment method. | | invalid\_cvc | Invalid CVC | Ask the customer to update payment details with the correct CVC. | | invalid\_number | Invalid card number | Ask the customer to update payment details with the correct card number. | | invalid\_pin | Invalid PIN | Ask the customer to retry with the correct PIN or use another payment method. | | merchant\_blacklist | Transaction blocked by issuer or payment network | Ask the customer to use another payment method. | | new\_account\_information\_available | Card details may have changed | Ask the customer to update payment method. | | no\_action\_taken | Issuer did not approve or process the transaction | A retry may succeed, but the customer may need to contact their card issuer or use another payment method. | | not\_permitted | Transaction is not permitted on the card | Ask the customer to use another payment method or contact their card issuer. | | offline\_pin\_required | PIN required | Ask the customer to retry with PIN or use another payment method. | | online\_or\_offline\_pin\_required | PIN required | Ask the customer to retry with PIN or use another payment method. | | pickup\_card | Issuer declined and may require the card to be retained | Ask the customer to use another payment method. | | pin\_try\_exceeded | Too many incorrect PIN attempts | The customer may need to contact their card issuer or use another payment method. A retry may succeed later. | | processing\_error | Payment processor error | A retry may succeed. Ask the customer to update payment method if it continues. | | reenter\_transaction | Issuer asks for transaction to be re-entered | A retry may succeed. Use another payment method if it continues. | | restricted\_card | Card is restricted | Ask the customer to use another payment method or contact their card issuer. | | revocation\_of\_all\_authorizations | Authorizations revoked by customer or issuer | The customer may need to update payment method or contact their card issuer. | | revocation\_of\_authorization | Authorization revoked by customer or issuer | Ask the customer to update payment method. | | security\_violation | Bank blocked transaction for security reasons | Ask the customer to contact their card issuer or use another payment method. | | service\_not\_allowed | Card does not allow this transaction type | A retry may succeed, but the customer may need to contact their card issuer or use another payment method. | | stop\_payment\_order | Customer or issuer stopped payment | Ask the customer to update payment method or contact their card issuer. | | testmode\_decline | Test card used in a live payment flow | Ask the customer to use a real live card. | | transaction\_not\_allowed | Transaction not allowed by card issuer | Ask the customer to contact their card issuer or use another payment method. | | try\_again\_later | Temporary issuer or network decline | Retry later. Use another payment method if it continues. | | withdrawal\_count\_limit\_exceeded | Card or account transaction-count limit exceeded | The customer may need to contact their card issuer to increase limits or use another payment method. | ## Region-Specific Payment Restrictions ### Amex Not Supported for UAE-Based Businesses American Express is not supported for providers based in the UAE. This is a Stripe platform restriction, not a Newie setting. If a customer attempts to pay a UAE-based provider with Amex, the payment may be declined or rejected. Ask the customer to use another supported payment method instead. There is no Newie setting that enables Amex for UAE-based provider accounts. ## In-App Error Messages If an error appears in the Newie app, first check the action you were trying to take and any error text shown on screen. If you contact Newie support, include a screenshot and the time the error happened. For practical resolutions to common app, billing, Tap to Pay, email, payout, and customer-management questions, use the matching topic page. Keep this page for error text, payment failure codes, and diagnostics. *Last updated: 2026-06-26*