Overview

When a customer's card charge or deposit doesn't go through, Supermove shows the reason from the payment processor. This article explains how to confirm whether a payment was actually collected, what the common causes are, and how to collect a second deposit on the same project.

In this article, you'll learn how to:

• Confirm whether a payment was collected
• Understand the error shown when a charge fails
• Collect an additional deposit on a project
• Change the bank account your payouts go to

Confirm Whether a Payment Was Collected

Check the project's Payments section, not only the activity log.

• Payments section: lists payments that were actually processed. If a payment isn't here, it wasn't collected.
• Activity log: shows what the customer did, such as signing a confirmation. An entry there doesn't by itself mean a card was charged.

For company-wide payment activity, see Processing Customer Payment and the transactions view in Payments.

The Charge Failed With an Error

When a charge fails in the Office App, Crew App, or a customer's payment page, Supermove shows the processor's reason. Common reasons:

• Declined by the bank: the customer should contact their bank or use another card.
• Insufficient funds or over limit: try a smaller amount or another card.
• Incorrect card details, ZIP code, or security code: re-enter the card details carefully.
• Expired card: update the card on file.

See Understanding declines and failed payments for more detail.

Collect an Additional Deposit on the Same Project

Sending a second confirmation with the same deposit amount completes the confirmation but doesn't charge another deposit. To collect a second deposit, for example when a move continues on another day:

• Send a document flow that includes a payment step, or
• Charge the card from the project's invoice for the new amount.

Before you charge again, confirm the first attempt isn't in the Payments section so you don't charge the customer twice.

Change Your Payout Bank Account

Changes to the bank account your card payments are paid out to, or the account processing fees are taken from, are handled by the Supermove Payments team. Reply to your support conversation or email help@supermove.com and say which accounts are changing and when.

⚠️ Important Notes

• A payment recorded manually (cash or check) appears in Payments, but no card was charged.
• Refunds take several business days to reach the customer's account.

FAQ

The customer says they paid, but I don't see it. What do I do?
Check the project's Payments section. If the payment isn't there, it wasn't processed. Ask the customer to try again or use another card.

Can I see why a card was declined?
Yes. The reason from the processor shows in the charge window and on the customer's payment page.

Need Help?

Reply to your support conversation, or email help@supermove.com.