When a card payment fails, our processing system halts the transaction immediately and flags the invoice as unpaid in your portal account. Scheduled production or deliverable releases linked to that invoice pause until cleared funds are received.
The immediate sequence of events
When a payment attempt fails through Stripe, the billing workflow triggers a set operational sequence:
1. System decline and notification: The card gateway declines the charge. You will see an immediate decline code on screen if paying manually, accompanied by an automated email containing the invoice reference and error summary. 2. Internal ticket creation: The decline is logged directly with Operations & Client Services. If this payment represents a scheduled instalment or milestone deposit, your project board is updated to indicate a pending settlement. 3. Production status freeze: If the charge relates to an initial project deposit, briefing and kick-off scheduling remain on hold. If the charge relates to an interim milestone or scheduled package sprint, active production stops at the close of the current working day until the invoice is settled. 4. Automated retries: For automated recurring payments or payment plans, Stripe schedules automatic re-attempts over the subsequent days. For manual invoice payments, the system awaits your action.
Who does what to resolve it
Resolving a failed payment requires defined actions from both your team and the studio.
Your responsibilities * **Check the decline reason:** Most transaction failures stem from three causes: strict 3D Secure (3DS) authentication rules imposed by corporate banks, card limit thresholds, or incorrect billing address details. * **Contact your card issuer:** If your card was declined for security or fraud checks, contact your bank and instruct them to authorise transactions from Xylora Groups LTD. * **Update payment details:** Navigate to the billing section on this portal to replace the card on file or initiate a manual re-attempt with an alternative card. * **Notify Operations:** If you are resolving the issue via a secondary method or require alternative arrangements, send a message through the Ask Xylo chat on this portal.
Studio responsibilities (Operations & Client Services) * **Monitor the billing queue:** Operations & Client Services review all failed transactions Monday to Thursday between 09:00 and 17:00 GMT. * **Verify settlement:** Once a retry succeeds, the team manually clears the account hold, updates the project management system, and confirms payment receipt via your portal thread. * **Re-queue work:** The team notifies Creative or Technology to resume production on your milestones once cleared funds are confirmed.
Timings and schedule impact
All client communications and billing verifications operate within studio working hours: Monday to Thursday, 09:00 to 17:00 GMT. If you message the team regarding a billing discrepancy via the Ask Xylo chat, our first reply target is within 24 hours.
Please note the operational impact on delivery schedules: * Deposit payments: Studio diary slots are not reserved until the required deposit clears. A delay of two or three days in clearing an initial payment may mean your project start date shifts to the next available studio window. * Milestone releases: Final project files, production codebases from Technology, or brand assets from Creative are released only after the corresponding final invoice clears. * Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site. An invoice failure on a subsequent milestone does not entitle an account to a refund of earlier stages.
Common failure cases
Understanding the error helps determine the quickest route to resolution:
* Insufficient funds or credit limit: The transaction is refused by the bank. You must authorise an overdraft, raise the card limit, or provide an alternative corporate card. * Failed 3D Secure / Multi-factor authentication: The one-time code was entered incorrectly or timed out. Return to the portal invoice link and re-run the transaction while keeping your banking app open. * Corporate card fraud blocks: High-value design and technology transactions often trigger automated business banking fraud alerts. Your finance controller must explicitly whitelist Xylora Groups LTD before you re-try the payment. * Expired card profile: If your card has expired since the original agreement was signed, log into the billing portal and update your stored credentials.
Resolution checklist
Run through this checklist before re-attempting your transaction:
* Confirm the billing address on the invoice matches the exact registered address of the card. * Verify that the card is enabled for online, international, or recurring UK business transactions. * Ensure sufficient credit limit or cleared balance is present to cover the full invoice amount. * Check your banking mobile app to ensure no pending fraud confirmations are awaiting approval. * Update the payment method in your portal account and run the charge. * Inform Operations & Client Services via the Ask Xylo chat once re-attempted.