Why are member cards not saving correctly?

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. 2. Ask them to try a different card if available. 3. 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.