Most failed payments are the player's bank declining the card. Redswing and you cannot see the bank's reason. Here is how to help.
Card payments are not open yet. Until they open, record checks and cash. See Connecting a payment account.
Overview
A decline comes from the card issuer. A player can often fix it with another card or a call to their bank. A "double charge" is often a temporary hold from a first failed try that disappears in a few days.
What to tell a player whose card is declined
- Check the card number, expiry, security code, and billing ZIP code.
- Try another card, or a digital wallet if the checkout offers one.
- Call the number on the back of the card. Banks sometimes block a first charge to an unfamiliar business.
- If nothing works, take cash or a check and record it. See Recording cash or check payments.
If a player says they were charged twice
- Open Dashboard → Events → [Event] → Registrations and look for two paid registrations for the same person.
- If there is only one paid registration, the second item is most likely a hold from a failed try. It drops off in a few days. Tell the player to check their bank in 3 to 5 business days.
- If there are two paid registrations, ask Ask AI to hand it to a person. A duplicate is refunded after confirming the payments. See Issuing a refund.
If a bank says it never saw an attempt
Treat it as possible card testing or fraud. Do not retry. See Keeping your account secure.
If an add-on payment fails on the course
Add-ons such as mulligans are paid on the player's phone. A weak signal is a common cause. Move to a spot with signal, or take cash and note it. You can record the amount yourself for your own totals.
Things to know
- A decline is not a Redswing outage. Check whether other players can pay before you escalate.
- Never ask a player to read a card number to you.