--- title: Understanding declined transactions in Rotessa description: An overview of what each decline reason is, what they mean, and the next steps to take after having a decline. --- [Skip to content](https://support.rotessa.com/declined-reasons#main-content) [![Rotessa_logo_full_bright_blue_resized-1](https://support.rotessa.com/hs-fs/hubfs/Rotessa_logo_full_bright_blue_resized-1.png?width=220&height=41&name=Rotessa_logo_full_bright_blue_resized-1.png)](https://rotessa.com/) Open main navigation Close main navigation - - [More Support](https://support.rotessa.com/kb-tickets/new) [More Support](https://support.rotessa.com/kb-tickets/new?hsLang=en) How can we help you? - There are no suggestions because the search field is empty. 1. [Rotessa Support Docs](https://support.rotessa.com/?hsLang=en) 2. [Transactions](https://support.rotessa.com/transactions?hsLang=en) 3. [Declined transactions](https://support.rotessa.com/transactions?hsLang=en#declined-transactions) May 27, 2026 # Understanding declined transactions in Rotessa #### What does a "Declined" transaction mean? The payment was unsuccessful because the funds couldn't be withdrawn from your customer's account. #### Is there a fee? Yes, some decline reasons include a [**decline fee**](http://rotessa.com/pricing). These decline reasons are: Agreement Terms Not Met NSF (Insufficient Funds) Payment Stopped/Recalled #### Can I retry the payment? Yes, you can manually retry the payment once within 30 days of the original process date. Rotessa will **not** automatically retry the payment, so if you'd like to collect the funds again, schedule a [new one-time payment.](https://support.rotessa.com/scheduling-a-make-up-payment?hsLang=en) #### What is a Chargeback? If the decline happens **after** the money was already deposited to your account, it's called a [**chargeback**](https://support.rotessa.com/chargeback-transactions?hsLang=en). This means the funds will be withdrawn from your account and returned to your customer. #### Decline Reasons & What to Do Use the table below to understand why a transaction was declined and how to fix it: |   **Reason** |   **Why it Happened** |   **What to Do** |   **Fee** | | --- | --- | --- | --- | | **Account Closed** | The bank account has been closed by the customer or their bank. | Ask your customer for updated bank info and update it in Rotessa. | ✖ No | | **Account Frozen** | The customer’s bank has frozen their account. | Get [updated account info](https://support.rotessa.com/edit-a-customer?hsLang=en) from your customer or arrange an alternate payment method. | ✖ No | | **Agreement Terms Not Met** | The payment wasn’t authorized under a proper PAD agreement, or no agreement exists. | Ensure you have written permission to debit your customer. If you do, remind them of your agreement. | ✔ Yes | | **Currency / Account Mismatch** | The bank account is in the wrong currency or country format. | Canadian businesses: Ask for Canadian account details. U.S. businesses: Ask for U.S. account info. | ✖ No | | **Incorrect Account Info** | The account details don’t match the bank’s records or don't exist. | Double-check the info in Rotessa. Ask your customer for a void cheque to confirm account details. | ✖ No | | **No Confirmation / Pre-Notice** | The customer expected a withdrawal notification and didn’t receive one. | Reach out to your customer to confirm your agreed-upon notice period, then reschedule accordingly. | ✖ No | | **No Debit Allowed** | The account has a restriction that prevents debits. | Request updated banking info from your customer and update it in Rotessa. | ✖ No | | **NSF (Insufficient Funds)** | The customer didn’t have enough money in their account. | Contact your customer  and schedule a new one-time payment when  funds are available. |  ✔  Yes | | **Payment Stopped / Recalled** | The customer stopped the payment or recalled it through their bank. | Contact your customer to find out why they stopped the payment. | ✔ Yes | | **Payor / Payee Deceased** | The customer has passed away, ending the PAD agreement. | [Cancel all future](https://support.rotessa.com/edit-or-delete-a-transaction-schedule?hsLang=en) scheduled payments for this customer in Rotessa. | ✖ No | #### How to find a declined transaction 1. Go to the **Customers** tab in Rotessa. 2. Select the customer whose payment was declined. 3. View the **Transaction History** tab. 4. Click on the declined transaction to see the decline reason and date. #### Need Help? 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