If you receive notification that a payment has failed; you cannot accept payment on a conditional fee from within your registrations; or you are not receiving your money in your bank account, this means WePay was unable to fully process the transaction to receive or release funds.
Covered in this Article:
- Withdrawal Issue - Steps To Take
- Possible Payment Failure Reasons
- Payment Failure: Steps to Take
- Optional Payment Remedy
Withdrawal Issue - Steps To Take
In the case where you are not receiving expected funds, first log in to OLP > Dashboard > Merchant Account to be sure that your account is ACTIVE and able to withdraw/transfer funds.
1. Account is Active:
- Solution: submit a support ticket to WePay Customer Support for assistance if a withdrawal has not been released.
2. Account Requires Action:
- Solution: The WePay Trust & Safety team needs additional information about you, your business, or the payer - see WePay Account Requires Action for details.
>>Tip: You can log into your account by going to http://wepay.com/login directly, but to ensure you are logging into the correct account for your team, we suggest that you access your account from within your OLP WePay Configuration page. Access this page via Dashboard > Merchant Account > Update WePay Account.
Possible Payment Failure Reasons
- The information submitted by the payer was incorrect or could not be verified. For example:
- Incorrect billing name, address, or zip code
- Expired, Lost, or Stolen card
- Invalid CVV / CSC
The payer’s card issuer declined the payment due to insufficient funds or other blocks on their account.
Your WePay account setup is not complete, or your account has been deactivated. Please see the WePay Help Center for details.
You’re collecting payments for something that violates WePay's Terms of Service.
The WePay Trust & Safety team needs additional information about you, your business, or the payer - see WePay Merchant Account: Documents and Data Needed for details.
Payment Failure: Steps To Take
We do not have insight into the exact reason for the failure, since the communication is going through WePay, but in the case of payment issues, this is usually due to an issue with the person's card.
If you just set up your account and were testing a small payment, the fees are too high in relation to the payment amount. This will cause a payment failure.
Use your full dues amount or a MINIMUM $10 payment, and try again.
Step 1: Contact the payer to get a different form of payment, then submit a ticket to WePay Customer Support for assistance.
>>Tip: You can log into your account by going to http://wepay.com/login directly, but to ensure you are logging into the correct account for your organization, we suggest that you access your account from within your Our Lodge Page WePay Configuration page. Access this page via Dashboard > Dues > WePay.
Step 2: If the person cannot provide another form of payment or does not feel the process should be failing, submit a ticket to WePay Customer Support for assistance. For verification purposes, please login first to submit your request using the email address linked to your WePay merchant account.
>>Note: If you do not hear from WePay in a timely manner, your friendly OurLodgePage Support team can help expedite your request.
Optional Payment Remedy
If you do not wish to wait on WePay to help remedy this issue, you could ask the member to pay via check. You would not be able to change the payment type on the registration at this time, so you may want to reject the registration and have them re-register or close the store order and have them re-purchase, if you want your payment records accurate on your Groupable: m2 site.
If you have additional WePay questions ➞ See our WePay Help Center article.