Stripe · Decline codes
What does the Stripe new_account_information_available decline code mean?
Checked
The Stripe decline code new_account_information_available means the card, or the account it is connected to, is invalid, according to Stripe. The name points to the bank having newer details for the account, such as a replacement card, though Stripe's description does not say so directly. Retrying the stored card will not help. The customer should contact their bank or enter their current card details.
- Type
- Hard decline (stale card details)
- Who declined
- The card's bank
- Retry
- No, not with the same details
- Shopper action
- Enter the current card, or ask the bank for the new details
- Merchant action
- Ask for updated card details instead of retrying
What PlatformDTC does
At checkout PlatformDTC treats new_account_information_available as never-retry and does not offer the backup processor; the shopper is asked for another card. On renewals, on the fixed schedule or with Smart retry, it is not retried: the subscription is held past due and the customer gets an update-card link. If Stripe's Card Account Updater delivers the reissued card, the hold clears by itself and the renewal is charged.
Why it happens
The card number or account behind it is no longer valid. Common reasons are a reissued card with a new number or expiry date, or an account the bank has closed and replaced.
It shows up most on saved cards used for subscriptions, because the card was stored before the change.
What the shopper can do
Check whether you received a new card from your bank and enter those details. If not, call the bank and ask why the card was refused.
What the store can do
Send the customer a link to update their card rather than charging the old one again.
For developers
Read charge.outcome.advice_code: confirm_card_data means the issuer wants the card data revalidated. On Mastercard, network_advice_code 01 means "New account information available".
Stop retries for the stored payment method and collect a new one through a SetupIntent or your update-card flow.
Frequently asked questions
- Will retrying new_account_information_available ever work?
- Not with the same stored details. The bank considers them invalid. New or updated card details are needed.
- Is this the same as an expired card?
- Not exactly. expired_card is specific to the expiry date. This code says the card or account is invalid, often because the bank issued replacement details.
Sources
- Stripe decline codes — Stripe
- Card declines — Stripe
- Merchant Advice Codes — Braintree (PayPal)
Related
- expired_card — The card is past its expiry date.
- invalid_account — The card or the account behind it is no longer valid.
- invalid_number — The card number is incorrect.
- do_not_try_again — Deprecated code: declined for an unknown reason; don't charge this card again.
- no_action_taken — The card was declined for a reason the bank did not share.
- not_permitted — The bank says this payment is not permitted on this card.
- offline_pin_required — In-person only: the card needs to be inserted and a PIN entered.
- online_or_offline_pin_required — In-person only: the card needs a PIN, by Online PIN or chip and PIN.