Payment Fails

Typical failure reasons and what to do

Triage steps

1. "Business account" → "Billing" → "Payment history," and open the record with a Failed status
2. Check the error reason shown
3. Take the corresponding action
4. On the "Payment methods" screen, choose "Retry" or set a different card

If it stalls at 3D Secure authentication

• An SMS arrives from your card company; complete the identity verification
• Approve it in your card company's app (Rakuten e-NAVI, Vpass, etc.)
• Once authentication succeeds, the payment proceeds automatically (or retry it manually)

If it says "Declined by your card company's judgment"

All ReceiptRoller can see is the fact that "the card company declined it." Only the card company knows the specific reason.

1. Call the contact number on the back of your card
2. Tell them "please allow the payment to ReceiptRoller (operated by [company name])"
3. Once allowed, retry from the ReceiptRoller side

For bank transfers

• Check the destination account (the one on the invoice)
• Make the sender name match the business account (it's identified by partial match)
• Transfer fees are borne by the business account
• Receipt is confirmed within 1 to 3 business days

What happens on repeated failures

• After 3 consecutive failures, a notification email is sent
• After 5 consecutive failures, the payment method's status becomes "Invalid"
• Register a new card, or switch to a different payment method

Related guides

• Managing credit cards
• Checking your payment history
• Billing problems
• Back to Account Help