What is and how to use the Reasons for Declined Card Payments report?
The Reasons for Declined Card Payments report helps you understand why some credit card purchases were not approved.
In addition to showing the reason for each declined payment, the report provides details about each purchase attempt so you can analyze the cases and take action to recover those sales.
In this article, you'll learn how to access the report, what information it contains, and how to interpret the most common decline reasons.
How do I access the report?
To access the Reasons for Declined Card Payments report, follow these steps:
- Log in to your Hotmart account at https://app.hotmart.com/.
- From the left-hand menu, click Reports.
- Select My insights.
- In the right-hand panel, under Explore by topic, select Recovery.
- Click Reasons for Declined Card Payments.
You can view the report directly on the platform or export it in CSV or XLS format for further analysis.
What information is available in the report?
The report includes information such as:
- Transaction ID
- Purchase attempt date
- Transaction status
- Product ID and product name
- Buyer's name, phone number, and email address
- Card status
- Decline reason
Important: Decline reasons are recorded for each transaction individually. For a more complete analysis, we recommend comparing this information with your Sales Report.
How do I interpret the decline reasons?
Each decline reason indicates a different situation. The table below explains the most common reasons and the recommended action for each one.
| Decline reason |
What it means |
Recommended action |
| Insufficient funds |
The buyer does not have enough available credit on the card. |
Ask the buyer to use another card or check their available credit. You can also enable Automatic Sales Recovery to help recover these transactions. |
| Transaction declined |
The transaction was declined without a specific reason provided by the card issuer. |
Ask the buyer to verify the card details and try again. If the issue persists, they can contact their card issuer or Hotmart Support. |
| Issuer unavailable |
The card issuer was unavailable at the time of the transaction. |
Ask the buyer to try the purchase again later. |
| Card not unlocked |
The card has not been activated for purchases. |
Ask the buyer to unlock the card and try again. |
| Incorrect card details |
One or more card details were entered incorrectly. |
Ask the buyer to review all card information before trying again. |
| Card restriction |
The card has a restriction preventing the transaction. |
Recommend using another card or contacting the card issuer for more information. |
| Expired card |
The card used has expired. |
Ask the buyer to use a valid card. |
| Card not enabled for the transaction |
The card is not authorized for this type of transaction. |
Recommend using another card or contacting the card issuer to enable the required functionality. |
| Invalid number of installments |
The selected number of installments is not available for the purchase. |
Ask the buyer to select one of the installment options available at checkout. |
| Session previously used |
The checkout session has already been used or has expired. |
Ask the buyer to start a new checkout session and try again. |
| Duplicate purchase |
The system detected a duplicate purchase attempt. |
No recovery action is required. |
Frequently asked questions
❯ Can I export this report?
Yes. The report can be exported in CSV and XLS formats
for analysis in spreadsheets or other reporting tools.
|
❯ How can I recover sales declined due to insufficient funds?
You can ask the buyer to use another card or check
their available credit. You can also enable Automatic
Sales Recovery, which attempts to recover eligible
declined transactions automatically.
|
❯ Does the report include every purchase attempt?
Yes. Each declined transaction is recorded separately.
As a result, the same buyer may appear multiple times
if they attempted to complete the purchase more than
once.
|
