Stripe/MoPay Rejected Transactions - Additional Information
- Account name: Merchandise Mart (MMPI)
- Region : US
- Client version (Enterprise): 25.32025101301
- Description of the issue
- Multiple payments have been declined through Stripe/MoPay and providing generic decline messages and directing the payor to contact the card issuer/bank for more details
- What you've already tried or suggested. Why does this not work?
- The payors have contacted the card issuer/bank and have confirmed there is nothing wrong with the card
- MMPI was able to process the payments below in their old Stripe account without the declines
- Business impact if not resolved: Unsure why these payments are being declined as the errors are generic and getting confirmation from the card issuer and/or bank
** MMPI is wondering why these payments are getting rejected - is there anything additional we can look at to help understand why these were rejected? See the zendesk ticket for screenshots of declines in merchant portal
Zendesk Ticket; https://ungerboeck.zendesk.com/agent/tickets/372402
Additional information on payments that have been declined:
Payments Rejected:
- Men’s Aug 2025: Cole Haan (8/25/25)
- Order #336554
- Exhibitor tried multiple times to the point that credit card company thought it was fraud and placed a hold on his account.
- Camillie tried processing credit card on her end but was not successful
- Exhibitor then tried a different card but was not successful
- MMPI was able to process payment successfully through our old Stripe account proving the card is not the issue.
- OOAK Holiday: Jeff Hunter (8/25/25)
- Order #336654
- Error message: The authentication process failed. Please try again.
- Exhibitor tried processing payment multiple times without success
- Momentus provided additional information from their Stripe account:
- MMPI was able to process the payment successfully through our old Stripe account proving the card is not the issue.
- Men’s Feb 2026: Forsyth of Canada (9/25/25)
- Order #338053
- Canadian exhibitor
- Exhibitor attempted to make payment four times. Message received was “your card was declined”.
- Exhibitor called his bank and was assured his card was fine.
- MMPI updated the address within Momentus to his personal address b/c he was using a personal card. Payment was then processed successfully.
- Men’s Feb 2026: Easy Mondays (10/22/25)
- Order #338029
- Canadian exhibitor
- Error message: Your card does not support this type of purchase
- Exhibitor tried processing payment multiple times without success
- Momentus provided additional information from their Stripe account:
- MMPI was able to process the payment successfully through our old Stripe account proving the card is not the issue
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Cathy Herrick @...
Let me know if any additional information is needed to help MMPI understand why these payments were rejected and what the next steps would be in working with the customer on this issue.
Thank you!
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CC @...
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@... and @... - Wondering why MMPI would be able to process these with Stripe directly, but there was an issue when trying to pay through Enterprise application - how would we dig into these declines beyond what is on the Merchant Portal or Stripe's error?
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Cathy Herrick @... @... Just wanted to check in on this.
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We do not have more details on Stripe's errors. I connected with Dhango, and they're actually not able to find them in Stripe. Next steps are for @... and I to reach out to our Stripe representative to see if there's anything we can do here.
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