Check the exact payment error before deciding what to fix. A declined card or a payment blocked for risk does not, by itself, show that the creator's receiving account is faulty.
1. Find the payment error
- Open your project in Pledge Manager.
- Go to Kickstarter Imports, then Backer List - Orders.
- Open the affected backer's order.
- Review Activities and the payment records. Note the error message and time of the attempt.
2. Follow the matching error
| Error or symptom | Next action |
|---|---|
| Card declined; bank provides no further details | Ask the backer to contact the card issuer or use another payment method. |
| Card not supported | Use a card that supports the purchase, or contact the issuer. |
| Authentication required or authentication failed | Complete the issuer's authentication steps. Contact the issuer if authentication still fails. |
| Stripe blocked the payment as too risky | The creator should review the payment in Stripe. Do not assume the receiving account is broken. |
| Stripe.js failed to load; Network Error; Stripe SDK could not initialize | Use a stable connection and reload the survey. Check for an existing payment before trying again. |
| Creator's PayPal account encountered an error | The creator should check PayPal account notices, payment details and receiving permissions. Ask PledgeBox support to investigate if the cause remains unclear. |
For Stripe's current code definitions, see Stripe decline codes.
3. Check the creator's receiving account
Sign in to the connected Stripe or PayPal account. Check whether payments are enabled and whether the provider requires any action.
Recent successful transactions help narrow the issue, but do not guarantee that every later payment can succeed. A generic PayPal error also does not prove that a commission deduction failed.
For PayPal setup, see PayPal Setup for Receive Payment.
If the issue continues
Contact PledgeBox support with the PB ID, project name, error message and time of the failed attempt. Include the provider's transaction reference if available. Do not include full card details, passwords or security codes.