Stripe · Decline codes
What does the Stripe call_issuer decline code mean?
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Stripe's call_issuer decline code means the card was declined for an unknown reason and the customer needs to contact their card issuer for more information. The bank did not tell Stripe why, and for privacy it only discusses the details with the cardholder. The quickest fix is for the shopper to call the number on the back of the card, or pay with another card. Repeating the same charge without the bank clearing it rarely helps.
- Type
- Soft decline (refer to issuer)
- Who declined
- The card's bank
- Retry
- At most once, after the customer has spoken to the bank
- Shopper action
- Call the bank on the number on the card, or use another card
- Merchant action
- Offer another payment method; don't keep resubmitting
What PlatformDTC does
At checkout, PlatformDTC can offer the store's backup card processor (PayPal card payments, if the store chose it) after a call_issuer decline. With Smart retry on, a renewal gets exactly one more attempt 48 to 72 hours later at the store's charge hour; if the bank refuses again, retries stop and the customer is asked for a new payment method through a one-click update link.
Why it happens
The bank wants to speak to the cardholder before it will say more, and Stripe does not receive the specific reason. Stripe notes that issuers discuss the specifics of a decline only with their cardholders, for privacy and security reasons.
What the shopper can do
Call your bank using the number on the back of the card, ask them to allow the payment, then try again. Paying with another card or method works straight away.
What the store can do
Show the shopper a clear "try another card or contact your bank" message. For subscriptions, one later retry is sensible; a second refusal means the customer needs to update the card.
For developers
Check outcome.advice_code and network_decline_code for more context. On Visa, raw codes 01 and 02 mean "refer to card issuer"; Visa does not list them as never-retry codes, but every reattempt counts toward its limit of 20 attempts in 30 days.
Frequently asked questions
- Can a store fix a call_issuer decline?
- No. Only the cardholder's bank can lift whatever stopped the payment. The store can offer another way to pay.
- How many times should I retry call_issuer?
- Once at most, ideally after the customer has spoken to the bank. Stripe's advice is for the customer to contact the issuer, and repeat attempts on a card the bank is refusing can raise your decline rate with that bank.
Sources
Related
- do_not_honor — The bank declined the card without saying why.
- generic_decline — Declined for an unknown reason, or blocked by Stripe Radar or Adaptive Acceptance.
- card_declined — Stripe's error code for any declined card; the decline_code says why.
- approve_with_id — The bank could not authorize the payment as sent; one more try may work.
- card_not_supported — The card can't be used for this kind of purchase.
- card_velocity_exceeded — The card's balance, credit limit or amount limit has been reached.
- currency_not_supported — The card can't be charged in the currency of the payment.
- do_not_try_again — Deprecated code: declined for an unknown reason; don't charge this card again.