Why is Recharge not processing card payments for my wine club?

[tabularasabar]

We have a monthly subscription wine club. Twice now Recharge suddenly gives an error on a customers card saying it can't be charged when there has been no change or issue with the customers card. We've processed payments directly through our store with the same credit card as well as just a couple weeks prior through Recharge. Recharge has not been of any help and say it's not an issue on their end. Anyone have any experience with this issue?

[Olivia]

Hi, @tabularasabar!

Welcome to Shopify Community.

Thank you for reaching out. I did some research for you and while I was unable to pinpoint any ongoing issues with Recharge, I did find one other user that was experiencing something similar. 

While this could be a coincidence, I'd like to walk you through some troubleshooting steps to further narrow down the issue:

• Have either of the customers been able to check out on your website after the failed attempt? It is very possible that the customer's bank prevented the charge with the influx in spending at this time of year. 
• Are they able to provide alternate cards to replace with the one they have saved on file? 
• What does the error read when the payment fails?
• Has Recharge provided any recommendations or troubleshooting steps?

I also invite our other community members to share their feedback and experience so we can better gauge the situation.

I look forward to your reply,