Jane's Guide Here's all the help you need to use Jane.

Why did my patient's card decline?

Jane wishes she could make every credit card approve; however, she doesn’t get to decide which cards are approved and which are declined.

When you’re taking a payment using Jane Payments, we sent a request to your patient’s credit card issuer, who lets us know if it’s “Approved!” or “Declined.” Whenever a credit card is declined, we often jump to conclusions and assume it’s due to insufficient funds (but that’s not usually the case!). Jane tries to give you as much information as possible why a transaction is declined, but often times, we don’t receive a lot of information into the “why” from your patient’s credit card provider.

When you manually enter a credit card onto a patient profile, Jane does require the billing address, as well. Jane uses a North American wide system called AVS, or the Address Verification System, as a layer of security. We send all card information (card number, expiry date, CVV number, address, and billing postal/zip code) in a highly secure, encrypted way, over to your patient’s credit card provider, who lets us know if everything is correct. If it is, we’re able to save a card on file and process a transaction! If not, we’re not able to save a card on the patient’s profile, and you would see a decline message.

If your patient has ensured that their credit card is valid and should work, it would be best to have them call their credit card issuing bank or provider to ensure they’re not blocking or preventing the payment, and to make sure their billing address is up to date. We wish we could call them on your behalf, but they only like to speak to the person who has a credit card with them.

More information on Declined Cards:

ZIP Code Verification


As always, if you have any questions please don’t hesitate to reach out to our team! 😊 Our email address is support@jane.app and we can be reached by phone at 1-844-310-5263.