In the world of online transactions and digital payments, convenience and reliability are paramount. Occasionally, though, the process doesn't unfold exactly as anticipated. One such scenario, which is not a cause for concern but rather a matter of understanding, occurs when your platform indicates that a client's card is connected, yet you encounter challenges when attempting to charge them. In this article, we will clarify why it might happen.

The primary reason this could occur is that the client, at some point, either intentionally or unintentionally, removed their payment method from their account. However, this action may not be immediately reflected on your platform.

Addressing the Issue:

To resolve this issue and successfully process the payment, it's crucial to take the following steps:

1. Communication with the Client:

Initiate a conversation with the client to inform them of the situation. It's essential to maintain open and transparent communication throughout the process. Explain that there appears to be a discrepancy between the platform's indication of a connected card and the absence of a valid payment method. If you utilize WOLF’s Fintech System, then you can check within Stripe to identify whether or not there is a valid payment method on file for this client.

2. Request for Payment Method Re-addition:

Encourage the client to re-add a payment method to their account. This can typically be done by accessing their account settings or payment preferences on their client platform. Ensure they understand the importance of having a valid payment method on file to facilitate future transactions smoothly.

3. Reach out to Wolf for Assistance

If you require any further assistance, feel free to reach out to a member of the WOLF team via Intercom or help@fromwolf.com.