If your payment is declined when subscribing or placing an order, don't worry - this is usually easy to fix. Our payment processor (Stripe) occasionally flags legitimate transactions as a security measure.
Common Error Messages
"Payment declined"
"Insufficient funds"
"Card declined by issuer"
"Transaction blocked for security reasons"
These errors don't always mean there's a problem with your card - they're often overly cautious fraud prevention measures.
Why This Happens
Stripe's Fraud Detection (Most Common)
Our payment processor, Stripe, uses automated fraud detection that sometimes blocks legitimate B2B transactions, especially:
Capital One cards (frequently affected)
First-time transactions with Branvas
Higher-value orders
Business credit cards
International cards
This is a known issue we're actively working with Stripe to resolve.
Actual Card Issues
Insufficient funds or credit limit reached
Card expired or inactive
Billing address doesn't match card records
International transaction restrictions
Card not authorized for online purchases
How to Fix It
Step 1: Contact Your Bank or Card Issuer
This is the fastest solution. Call the number on the back of your card and:
Tell them you're trying to make a legitimate business purchase at Branvas
Ask them to approve the transaction
Confirm your billing address matches their records
Verify there are no holds or restrictions on your card
For Capital One specifically: They often require you to call and authorize the transaction before retry.
Step 2: Try Again
After speaking with your bank:
Wait 15-30 minutes for their system to update
Retry the payment in your Branvas account
Ensure billing address is entered exactly as it appears on your card statement
Step 3: Try a Different Payment Method
If the issue persists:
Use a different credit or debit card
Try a personal card instead of business card (temporarily)
Use a card from a different bank
Note: Once payment goes through with any card, you can update to your preferred payment method later in your account settings.
Step 4: Contact Branvas Support
If none of the above works:
Email: [email protected]
Include:
Screenshot of the error message
Card type (Visa, Mastercard, Amex, etc.)
Bank name (especially if Capital One)
Whether you've contacted your bank
We'll escalate directly to Stripe and usually resolve within 24-48 hours.
Special Cases
"Insufficient Funds" Error (But You Have Funds)
This error message is often misleading. It usually means:
Fraud detection blocked the transaction
Billing address mismatch
Card issuer declined for security reasons
Solution: Contact your bank first - it's rarely about actual funds.
Business Cards Being Declined
Business credit cards are flagged more frequently because:
B2B transactions look different from typical consumer purchases
Card might not be on file for international transactions
Bank requires authorization for new vendors
Solution: Call your bank to authorize Branvas as a legitimate vendor.
Multiple Failed Attempts
If you've tried several times:
Stop trying (multiple attempts can trigger additional security flags)
Contact your bank to clear any fraud alerts
Wait 1 hour before attempting again
Contact Branvas support at [email protected]
What About Processing Fees?
Processing fee: 2.9% of transaction total
This is the standard credit card processing fee charged by Stripe (our payment processor), not a Branvas fee. It applies to all credit card transactions.
Temporary Workaround for Urgent Orders
If you have a time-sensitive order and can't resolve payment:
Contact us immediately at [email protected]
Include:
Your order details
Why it's time-sensitive
We may be able to:
Process your order and collect payment separately
Provide alternative payment instructions
Expedite resolution with Stripe
Prevention Tips
To avoid payment issues in the future:
✅ Add Branvas as approved vendor with your bank
✅ Update billing address in your account to match card exactly
✅ Use auto-fulfillment once first payment succeeds (prevents repeated manual transactions)
✅ Keep backup payment method on file