When a credit card, debit card or ACH payment fails, Procare Online shows a specific, actionable error message instead of a generic failure notice.
Admin-facing messages include specific next steps, such as contacting Procare Support or Tuition Express Support.
Parent/Guardian-facing messages give the same explanation but direct the payer to contact their center rather than Procare directly.
Who can see enhanced payment error messages?
Customers using Tuition Express in Procare Online or Procare Desktop with Engagement Functionality will see enhanced payment error messages.
Customers using Stripe will not see enhanced payment error messages.
Where to Find Payment Error Messages
Payment error messages display anywhere a payment can be submitted or reviewed.
Location | When It Appears | Who Sees It |
|---|---|---|
Billing > Accounting > Family Account > More Actions | An admin manually processes a one-time card payment for a family and the transaction fails. | Admin |
Billing > Accounting > Family Account > More Actions | A refund cannot be processed back to the original payment method. | Admin |
Billing > Accounting > Family Account Billing > All Transactions | Hover over Failed Status | Admin |
Web > Payments > Make Payment > Set Up My Payment Method or Change Payment Mobile > Make Payment > Set Up My Payment Method or Change Payment | A card cannot be saved to a family’s account. | Parent/Guardian |
Web > Payments > Make Payment > Submit Payment Mobile > Make Payment > Submit Payment | A parent/guardian submits a payment online and it does not go through. | Parent/Guardian |
Payment Failed emails | Sent automatically when a card payment fails or declines. Any staff member with Full Access to Billing also receives a copy. | Admin and Parent/Guardian |
> Receive Payment (Add Card Details)
next to a failed payment in the transaction list.Error Messages for Different Users
Admins and parents/guardians will see different wording for the same underlying issue. Admin messages may include a support phone number; parent/guardian messages point them to their center instead, since centers, not Procare, are the parent’s/guardian’s point of contact.
Common Error Messages and What They Mean
This table groups the messages you are most likely to see by category. Exact wording varies slightly depending on where the message is shown.
Message Type | What It Means | Recommended Action |
|---|---|---|
Review Account Number / Review Account Information | The bank account or account details entered do not match what the bank has on file. | Double-check the account and reenter the details. If it fails again: Admins: contact Procare Support Parents/Guardians: contact your center |
Review Expiration Date | The card's expiration month or year was entered incorrectly or the card has expired. | Reenter the expiration date or ask the payer for an updated card. If it fails again: Admins: contact Procare Support Parents/Guardians: contact your center |
Review CVV | The 3- or 4-digit security code does not match the card. | Reenter the CVV printed on the card. If it fails again: Admins: contact Procare Support Parents/Guardians: contact your center |
Insufficient Funds | The bank account or card does not have enough available funds to cover the transaction. | Try again once funds are available. If it fails again, contact the issuing bank or try a different payment method. |
Contact Issuing Bank | The bank declined the transaction, the transaction attempt has exceeded a withdrawal or activity limit or another bank-side hold is in place. | Contact the issuing bank or try a different payment method. |
Category 1 Decline | The issuing bank returned a hard decline on the card, blocking further attempts with the same card. | Request the card be removed from the exclusion list or try a different payment method. Admins: contact Tuition Express Support Parents/Guardians: contact your center |
Can’t Be Voided | The transaction has already settled and is no longer eligible to be voided. | Issue a refund instead of a void. |
Try Again Later | A temporary system error prevented the transaction from completing. | Wait 10 minutes and resubmit the payment. If it fails again: Admins: contact Procare Support Parents/Guardians: contact your center |
Call Procare Support / Call Your Center | The card’s number was incorrectly or a system error occurred that requires support to investigate. | Double-check the card number and reenter it. If it fails again: Admins: contact Procare Support Parents/Guardians: contact your center |
Call TE Support / Call Your Center | A system error related to Tuition Express processing occurred. | Admins: contact Procare Support Parents/Guardians: contact your center |