If you receive notification that a payment made to your WePay account has failed, or you cannot accept payment on a conditional fee from within your SwimTopia registrations, this means WePay was unable to fully process the transaction.
Covered in this Article:
- The information submitted by the payer was incorrect or could not be verified. For example:
- Incorrect billing name, address, or zip code
- Expired, Lost, or Stolen card
- Invalid CVV / CSC
The payer’s card issuer declined the payment due to insufficient funds or other blocks on their account.
Your WePay account setup is not complete, or your account has been deactivated.
You’re collecting payments for something that violates WePay's Terms of Service.
Our Trust & Safety team needs additional information about you, your business, or the payer.
Steps to Take
We do not have insight into the exact reason for the failure, since the communication is going through WePay, but we have always understood this to be an issue with the person's card when it has occured.
Step 1: Contact the payer to get a different form of payment, then submit a ticket to WePay Customer Support for assistance.
>>Tip: You can log into your account by going to http://wepay.com/login directly, but to ensure you are logging into the correct account for your team, we suggest that you access your account from within your SwimTopia WePay Configuration page. Access this page via Manage Team > Settings > WePay Configuration.
Step 2: If the person cannot provide another form of payment or does not feel the process should be failing, submit a ticket to WePay Customer Support for assistance. For verification purposes, please login first to submit your request using the email address linked to your WePay merchant account.
>>Note: If you do not hear from WePay in a timely manner, your friendly SwimTopia Customer Happiness team can help expedite your request.
Optional Payment Remedy
If you do not wish to wait on WePay to help remedy this issue, you could ask the member to pay via check. You would not be able to change the payment type on the registration at this time, so you may want to reject the registration and have them re-register or close the store order and have them re-purchase, if you want your payment records accurate on your SwimTopia site.
For reference ➞ See WePay's Why did a payment fail? article.
For more information on Conditional Fees ➞ See our Conditional Fees: Approve, Capture & Release article.