Fees & security
Payment declined or pending: what to do with your customer
Distinguish a reading error, a decline and an uncertain result. Check the status before retrying a phone or link payment.
Published · Rewritten
The essentials
Start with the exact result: a card not read, a declined payment and a pending transaction need different responses. Check your activity before trying again. Do not repeat a confirmed payment; if the result remains uncertain, look up the transaction or contact support.
The card was not read
Follow the app’s marker, check positioning and allow time for reading. Make sure the presented method is supported by your solution. A reading issue happens before the bank result and does not establish insufficient funds.
The payment is declined
A decline may come from the issuing bank, a risk check or a processing issue. The merchant does not always receive a detailed explanation. Stay factual with the customer rather than assigning a cause you do not know.
Offer another method if appropriate or suggest the customer consult their bank. Do not retry indefinitely or ask for a banking code to “unblock” payment.
The customer sees an entry but your status is uncertain
An authorisation visible to the customer does not always mean a completed merchant payment. Note the available time, amount and reference, then check the transaction. Do not conclude that there is a duplicate or no payment based only on the customer’s screenshot.
To request help, provide the transaction reference and relevant error message. Hide unnecessary personal information and never share a full card number.
In practice
A phrase that prevents double payment
“Let me check the result in my activity before asking you to try again.” This keeps the customer informed and resolves uncertainty before adding a second transaction.
Sources and context
References checked on 27 September 2026. The cited providers’ terms are not Blaya’s terms. Legal references concern France.
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