What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.
At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.
We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.
Stripe: more than 50% of the transactions are being declined by the customer's bankAsked by makeitbritish on March 13, 2017 at 10:55 AM
I have Stripe integrated with my Xero account and have never had a problem with any failed credit card transactions.
But since I connected Stripe to Xero nearly all of my customers are getting their cards declined at least once.
Why is this?
And is there a more reliable payment processor I can use with Jot Form if I am based in the UK?
I think that's possibly due to payment verifications or security reasons, especially if it's their first time to submit a payment through our platform. All payments run through the Stripe API, we don't handle/process the payment transaction. But it should go through, we are secured and PCI DSS Compliant.
Do you know if your clients got a call from their bank about the transaction, alerting them about the security or the like?
Your last form ID is no longer configured with Stripe payment. Did you remove it?
Yes they got calls about security. The UK banks seem to think that your platform is dodgy.
I have attached a screenshot so that you can see quite how many are getting blocked.
It's a real shame as apart from that everything with Jotform is working quite well, but if we can't get the payments to go through we will have to move away form your platform.
Have you got any other suggections for how to rectify it?
Thank you for providing the screenshot. The amount seems too high than normal transactions so maybe that's one of the reasons why the transaction is declined. Nevertheless, I will forward this matter to our backend team so they can take a look. We'll keep you updated.
For the meantime, ask your customer to advise their bank to allow the transaction made in your form. I would also suggest adding a note in the form about it.