These errors typically relate to account configuration, card details, or payment gateway rules.
Statement Descriptor Too Long
Error:
“Payment was not collected… The statement descriptor must be at most 22 characters. XXXXXXX is XX characters long.”
How to fix it:
Navigate to Settings, click Configuration, select Stripe Connect.
Shorten the Statement Text to fewer than 22 characters.
Click Update to save your changes.
Invalid Card Number on an RPI
Error:
“Problem collecting payment… Card Number is invalid.”
This means the card originally used for the Recurring Payment Instruction (RPI) has been updated or replaced.
How to resolve:
Identify the last four digits originally used to lodge the payment intent.
This appears in CollectionReference2 in the Charge Log or via an RPI List.Obtain the new last four digits from the donor.
Contact Donorfy Support to request an update to the CollectionReference2 field.
This field cannot be edited manually by users.Inform the donor and take any missed payment as an ad-hoc transaction using the Stripe terminal.
Add the payment to the constituent’s timeline and link it to the RPI.
Card Declined
Error:
“Payment was not collected… Your card was declined.”
This may be temporary or may indicate that the card has been replaced.
How to resolve:
Contact the donor to confirm why the card was declined.
Update the card details directly in Stripe.
Amend the RPI in Donorfy using the same process as the invalid card number fix.
If the only issue was a recently replaced card, updating the card details in Stripe and adjusting the RPI will resolve the error.
Stripe Account Not Live
Error:
“This connected account cannot currently make live charges… Your transaction has not been processed.”
How to resolve:
Log in to your Stripe dashboard.
Ensure your account is:
Fully configured
Fully verified
Set to live mode
Complete any additional steps requested by Stripe for new accounts.
Retry the transaction once your account is fully enabled.