New Account Information Available
What This Means
The card has been replaced with a new one and the bank is indicating that updated account information is available. This often happens when a bank proactively reissues a card. SaaS businesses should use Stripe's automatic card updater to fetch the new details.
Retrying will likely fail again. The customer needs to update their payment method or contact their bank.
Common Causes
- 1Bank proactively reissued the card due to a data breach or security concern
- 2Customer requested a replacement card with a new number
- 3Card was upgraded to a different product tier by the issuing bank
Recovery Tactics
- 1Enable Stripe's automatic card updater to pull the new card details
- 2Send a dunning email asking the customer to update their payment method
- 3Provide a direct link to your billing settings where the customer can enter new card details
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FAQ
Will Stripe's card updater fix this automatically?
In many cases, yes. Stripe's automatic card updater works with Visa and Mastercard networks to retrieve updated card details. However, it does not work for all issuers, so you should still have a dunning flow as a backup.
Is the old card completely deactivated?
Usually yes, the old card number will no longer work. The bank is signaling that a new card with different details has been issued. The customer needs to update their payment method or rely on automatic card updating.
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