Card on File - FAQs and Troubleshooting

General Questions

Payments & Refunds

Permissions & Team Management

Troubleshooting Common Issues

Issue: "Card charge failed"

Common reasons:

• Insufficient funds – Not enough money in account
• Expired card – Card is past expiration date
• Card canceled – Customer canceled or replaced card
• Bank declined – Card issuer rejected transaction
• Incorrect billing info – ZIP code or address mismatch

What to do:

1. Read the specific error message
2. Check if the card has expired
3. Contact the customer to:
   • Confirm the card is still active
   • Request updated information
   • Provide an alternative payment method
4. Update card details if needed
5. Try charging again or use a different payment method

Issue: "Customer says they didn't authorize the charge"

Why authorization documentation is critical:

If a customer disputes a charge, your written authorization documentation is your only protection.

Immediate steps:

1. Locate your signed authorization or consent documentation
2. Contact the customer to clarify the situation
3. Share authorization documentation if needed
4. If it's a legitimate dispute, process a refund immediately

Prevention:

• Always obtain written authorization before saving cards
• Keep authorization records with customer files
• Add notes in customer profiles documenting when/how authorization was obtained
• Use service agreements or contracts that include card storage terms

Issue: "Card is expired"

Proactive approach:

1. Monitor card expiration dates monthly
2. Contact customers 30-60 days before expiration
3. Update card information before it expires

When discovered during charging:

1. Contact the customer for updated information
2. Delete the expired card (Owners/Admins only)
3. Add the new card details
4. Process the payment

Issue: "Customer wants their card removed"

For Owners/Admins:

1. Navigate to the customer profile
2. Tap the saved card
3. Tap Delete card
4. Confirm deletion

For Dispatch Admins/Members:

Contact your business owner to have the card removed.

Note: Deleting a card doesn't affect past transactions, only prevents future charges.

Best Practices by Role

For Business Owners

✅ Set clear team policies on who can save cards and when

✅ Create standard authorization forms or contract language

✅ Train your team on proper authorization procedures

✅ Regularly audit saved cards for expired or outdated information

✅ Establish a system for organizing authorization documentation

✅ Review dispute procedures with your team

For Dispatchers & Back Office

✅ Monitor card expiration dates proactively

✅ Update expired cards before they become an issue

✅ Document all card updates in customer notes

✅ Keep authorization documentation organized and accessible

✅ Follow up on failed charges promptly

For Field Technicians

✅ Obtain written authorization before saving any card

✅ Explain the benefit to customers ("faster invoicing in the future")

✅ Verify all information carefully before saving

✅ Save cards immediately after receiving authorization

✅ Never save cards without proper documentation

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