Lost Card
What This Means
The cardholder has reported this card as lost. The bank has deactivated the card and will decline all future transactions. SaaS businesses should stop retrying immediately and contact the customer to provide a new payment method.
Retrying will likely fail again. The customer needs to update their payment method or contact their bank.
Common Causes
- 1Customer reported their card as lost to their bank
- 2Bank proactively flagged the card as lost based on suspicious activity patterns
- 3Customer's wallet or purse was reported missing to the bank
Recovery Tactics
- 1Stop all retry attempts immediately
- 2Send a dunning email asking the customer to update their payment method
- 3Allow a grace period before suspending service since this is not the customer's fault
- 4Enable Stripe's automatic card updater to catch the replacement card details
How healthy is your Stripe account?
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FAQ
Should I suspend the customer's account?
Provide a grace period of 7-14 days for the customer to update their payment details. They likely have a replacement card on the way. Suspending immediately damages the customer relationship when the situation is not their fault.
Will the replacement card work automatically?
If you have Stripe's automatic card updater enabled, it may pick up the new card details when issued. However, a lost card often means a completely new card number, which may not always be updated automatically.
How healthy is your Stripe account?
Get a free churn health report. Find pending cancellations, failed payments, and expiring cards putting your MRR at risk.
Run Free Audit