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Pledge Manager Survey & BackerKit Pledge Payment Issues: Why is payment declining and how to fix it?
Why Did My Payment Get Declined?
BackerKit uses Stripe, a widely used and trusted online payment processor (also used by Amazon, Google, Instacart, and many more).
Stripe is PCI-compliant and follows strict security protocols to protect your financial data. This sometimes results in legitimate charges being flagged.
The most common reason for a payment being declined is that your bank or card issuer is blocking the transaction. This can happen for several reasons:
Common Reasons for Declines:
- Bank Flagged the Transaction as Suspicious
Your bank may automatically block unfamiliar charges, especially from new or international accounts.
- The Creator's Stripe Account is New
If the project creator is just starting out, your bank might be more cautious with their account.
- International Payments
- Many crowdfunding campaigns are international, and if the creator is based in a different country than you, your bank might block the charge.
- Category of the Charge (Crowdfunding)
Some banks are more cautious about certain categories, including crowdfunding.
- Issues with Your Card
Your card might have recently been canceled or flagged for fraud. It's worth checking with your bank to ensure your card is still in good standing.
What Should I Do First?
Step 1: Contact Your Bank or Card Issuer
Let them know you’re trying to support a crowdfunding project and ask them to allow the charge. This is the most common and effective first step.
Step 2: Try a Different Card
If your current card continues to decline, try using a different credit or debit card.
Common Stripe Decline Codes
Below are common decline reasons you might see if you’re retrying the payment:
Code |
Explanation & Solution |
| do_not_honor | Your bank has declined the payment for an unspecified reason. Contact your bank for further information and for the charge to be allowed through. |
| incorrect_number | Your card has been declined because the card number you entered is incorrect. If you'd like to re-enter your card details or try another card, you can do so from your survey confirmation page. |
| incorrect_cvc | The security code (CVC) is incorrect. Double-check and re-enter it from your survey confirmation page. |
| generic_decline | A general processing error occurred. Try again later or with a different card. If your card has not been processed after updating your payment information, please reach out to support so we can reattempt the charge. |
| transaction_not_allowed | Your card has been declined for an unknown reason, so you'll have to contact your card issuer for more information or try again with another card. Once you've contacted your provider, if you need to update any information you can do that through your survey confirmation page. |
You can read more on Stripe's documentation about decline codes for further information.
Having Trouble Completing Your Survey Due to Payment Issues?
If your card isn’t being saved correctly or the “Place Order” button isn’t working, this might be caused by a browser or device issue.
Troubleshooting Tips:
Switch Browsers – BackerKit is optimized for Google Chrome. Try switching to Chrome if you're using a different browser.
Change Devices – If you're on a phone or tablet, try accessing the survey from a desktop computer.
Use Incognito/Private Browsing Mode – Sometimes browser extensions or autofill settings interfere with form fields.
Disable Autofill – Turn off browser autofill for payments and enter your details manually.
Clear Cache and Cookies – Old cached data can cause problems. Clear your browser’s cache and cookies and try again.
Disable Ad Blockers – Occasionally, browser extensions (like ad blockers or privacy tools) can interfere with form submission.
- Try a Different Card – If all else fails, using a different credit or debit card may work.
Got a “Payment Declined” Email, But the Link Isn’t Working?
If you received an email asking you to update your payment, but clicking the link takes you to a Share Page instead of where you can update your card:
Look for the “Edit Your Order” button in the top-right corner of the page.
Click it to go to the Review Page, where you can update your payment method.
BackerKit Campaign Pledge Payment Issues
After a BackerKit campaign ends, cards are automatically charged as long as the campaign is successfully funded.
If your card is not charged successfully, you’ll have 14 days to fix the payment through your pledge confirmation page. You can learn more about updating your payment information on BackerKit here.
If you cannot fix the payment within those 14 days — don’t worry! BackerKit retains all failed pledge data, so you’ll still receive a project survey.
When you get your survey, you’ll have another opportunity to update your payment and complete your pledge.
Still Need Help?
While most issues can be resolved by retrying your card or calling your bank, our Support team is here if you’re stuck.
- Include any error message you saw
- Let us know what browser/device you’re using
- If you’ve tried other cards or contacted your bank, let us know what information they provided