Managing Payment Failures

To investigate a failed payment collection, please do the following:

1. Go to your Parenta Pay > Activity page > and click the 'Stripe dashboard' button in the header.

2. Login to your Stripe account using the login details you setup when signing up for your Stripe account.

3. Find the payment labelled 

4. Click on the failed payment to investigate further.

5. View the Timeline for a detailed reason of the failure and any actions that are required. 

We recommend the following actions for each of the following failed reasons: 

Insufficient funds in the bill payers bank account - contact the bill payer directly and check the funds will be available before you attempt your next collection.

Customer's bank has refused the collection - contact the bill payer directly so they can contact their bank to resolve the issue.

Stripe have blocked the request - Stripe may automatically flag activity on your account as suspicious. In this case, they will ask you fill in a form to validate your business before they can remove the block on your account. 

Customer has cancelled their Direct Debit mandate - contact the bill payer directly  to resolve the issue.

Customer has blocked the Direct Debit with their bank - contact the bill payer directly  to resolve the issue.

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