Troubleshooting & Error Reference

Common errors, confusing states, and support investigation steps.

Reference Scope

This page covers common symptoms, likely causes, practical fixes, payment failure codes, decline-code reference, and details to include when contacting Newie support.

For practical provider questions and step-by-step resolutions, use the relevant topic page: Payments & Billing, Managing Subscribers & Customers, Selling Overview, Payouts, or Communication.

Quick checks

Start with account, service, payout, and pending-payment checks.

Payment failure codes

Use decline-code tables to decide whether to retry, update details, or contact the bank.

In-app errors

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 installment invoices, you can usually send the Customer Manage Link so the customer can update payment details and retry where available.

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.

Newie treats a Pending or Processing BECS payment as paid unless it later fails. Pending bank confirmation should not put the subscription in Upcoming or stop it from being active.

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 up to 2 times when Auto Retry is active. 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 authorised	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, Newie can retry failed BECS payments up to 2 times.

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 authorise	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

Newie may also surface these Stripe card decline or error codes. 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 authorised	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 installment payments, open the related subscription or installment 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	Authorisations revoked by customer or issuer	The customer may need to update payment method or contact their card issuer.
revocation_of_authorization	Authorisation 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 UAE-based customer attempts to pay with Amex, the payment may be declined or rejected. Ask the customer to use Visa or Mastercard instead. There is no workaround to enable Amex for UAE-based 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: 2026-06-01