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Why are member cards not saving correctly?

Troubleshooting card storage and card decline errors

Common Reasons a Card Fails to Save

  • The card number, expiry date, or CVV was entered incorrectly.
  • The card is not supported (Octiv supports Visa and Mastercard via PayStack/Stripe).
  • The member's bank is declining the card verification charge.

Resolution Steps
1. Ask the member to double-check all card details — number, expiry, and CVV — and try again.

  1. Ask them to try a different card if available.
  2. If the card keeps declining, ask the member to contact their bank — the bank may be blocking the online transaction.

Card Decline After Subscription Date
If a card is declined on a billing date:

  1. The member will receive an email prompting them to update their card details.
  2. Once they update their card, the payment can be retried manually: Accounts >> Subscriptions >> [Member] >> Actions >> Retry Card Payment can be retried from Accounts >> invoice >> Actions - Retry Payment

If a member adds their card after their subscription start date, the first invoice will not be marked as paid it will need to be paid as an adhoc invoice.

A member may also pay in app if you have an adhoc payment gateway.

Removing a Saved Card
A card cannot currently be removed from a profile while the member is on a card subscription. Whilst on a card subscription, a primary card must always be active.

To remove a card, the facility must first change the payment method from card subscription to another payment method, via the members profile >> billing >> payment type, then the member may remove it from the app.