Why is Gelato declining payments despite Shopify order confirmations?

[AustinBelmont]

Shopify says that orders are paid and have sent order confirmations but Gelato says that the orders have not been paid and are refused due to the “payment declined by card issuer” why? 

[lettuces]

somebody knows why?? I have the same issue right now, gelato decline the payment for "insufficient_balance", but there is money on my card... help please