Unable to make online payment

Our online payment partner is Stripe. Occasionally, customers may reach the payment verification stage, only to see that the system has changed the amount to zero. Here’s what this means and how to resolve it.

Understanding the Issue

If your customer encounters a screen that shows a payment amount of £0.00 during the verification process, this is a standard action by Stripe. Here’s why this happens:

• Card Validation: Stripe is attempting to validate the card, not charge it. This is why the amount shows as £0.00.
• Temporary Authorization: Customers may see a $1 pending charge on their bank statement during this process. This is a temporary authorization charge that will disappear from their statement.
• Authorization Request: When storing customer details, Stripe might send a request to the bank for either a $0 or $1 authorization to confirm that the card is valid and can be used.

What to Do Next

• Client Instructions: Ask your client to continue and validate the transaction as instructed on the screen. Once completed, the payment should process correctly.
• Reassure Your Client: Let them know that any temporary charge they see will be removed from their bank statement.

Example Screens

Here is what the client might see during this process:

Need Further Help?

If you or your client have additional questions about this process, please email us at hello@classfit.com.