Overview
When certain conditions are met, gaiia may block a customer from subscribing. Error codes help the Customer Care team understand why the subscription is blocked and what actions are needed to resolve the issue.
An order is only rejected for two reasons: the customer failed one of the account verification checks ("Blocked"), or the payment method could not be charged ("Invalid payment method"). Every other checkout error shows a message to the customer but leaves the order open, so it can still be completed.
Finding the rejection reason
Both verification checks run when the customer submits the order, after every other step of the checkout has been completed. They do not run at the availability or scheduling steps, so a customer can reach the last step of the checkout and still be rejected.
- Open the order from the Orders tab, or from the Order widget on the customer's account.
Hover over the Rejected tag to see the rejection details
The tag only ever shows "Blocked" or "Invalid payment method". Use the sections below to identify which verification check produced it.
Rejection details: Blocked
gaiia runs two account verification checks before any account or payment is created. If either fails, the order is rejected as "Blocked", the customer is shown a message with no option to retry, and the card is never charged. The delinquency check runs first.
| Message shown to the customer | What gaiia verifies | Solution |
|---|---|---|
| We weren't able to complete your order. Your card has not been charged. Please contact our support team and we'll be happy to help. | The customer has at least one delinquent account. Contact information is tracked across accounts, and the check matches on the email address, home phone number and mobile phone number entered in the checkout. | The customer must pay all overdue invoices across all accounts. |
| We weren't able to complete your order. Please check your details and try again, or contact customer service if you need help. | An account with the same email address already has service at the same address. gaiia looks up every account matching the email entered in the checkout, then compares their service address to the one being ordered. | Confirm whether the customer already has service at that address. If the existing account is a duplicate or should be closed, resolve it first. If the customer is genuinely ordering a second service, place the order under a different email address. |
The existing-account check only counts accounts in an "Active" state. Tenants can extend it to "Pending" accounts as well through their ordering configuration. Because the lookup starts from the email address, a second order placed at a serviced address under a different email is not caught by this check.
Rejection details: Invalid payment method
Once both verification checks pass, gaiia creates the account and charges the payment method. If the payment processor refuses the charge, the account that was just created is removed and the order is rejected as "Invalid payment method". The customer stays on the review step and can correct their payment details and submit again.
The message shown depends on the failure code returned by the payment processor.
| Failure code | Message shown to the customer | Solution |
|---|---|---|
| EXPIRED_CARD | This card has expired. Use a different card or update your payment method details. | The customer must use a valid card. |
| INSUFFICIENT_FUNDS | This card has insufficient funds. Use a different payment method. | The customer must use another payment method. |
| INVALID_CARD_NUMBER | The card number is invalid. Check the information and try again. | The customer must correct the card number. |
| INVALID_EXPIRY_DATE | The expiration date is invalid. Check the date and try again. | The customer must correct the expiration date. |
| INCORRECT_CVC | The card's security code (CVC) is incorrect. Check the code and try again. | The customer must correct the security code. |
| CARD_DECLINED | The card was declined. Contact your card provider or use a different payment method. | The customer must contact their card provider or use another payment method. |
| ABOVE_MAXIMUM_PAYMENT_AMOUNT | The payment amount exceeds the allowed limit. Submit your payment as a smaller amount. When the limit is known, it is included in the message. | The payment must be split, or the limit raised with the payment processor. |
| UNKNOWN | The payment couldn't be processed. Try again later or contact your card provider. | Retry later. If it keeps failing, the customer must contact their card provider. |
Payment processors return more failure codes than the list above — for example authentication required, processing error, invalid mandate, or an unusable processor profile. Any code without its own message falls back to the UNKNOWN message, so a customer reporting "The payment couldn't be processed" does not necessarily mean the processor returned UNKNOWN.
Errors that do not reject the order
These errors are shown on the review step but leave the order open. The customer can correct the problem and submit again.
| Message shown to the customer | Cause | Solution |
|---|---|---|
| The appointment slots you've chosen for your activation are no longer available. Please return to the selection page to choose new available time slots. | The selected appointment was taken in the meantime, falls outside the allowed booking window, or lands on a weekend when weekend appointments are not offered. | The customer is sent back to the activation date step to pick new slots. |
| We've received your order and it's currently being processed. It can't be submitted again. If you need to make a change or have questions, please contact our support team. | The order was already submitted successfully and cannot be submitted twice. | No action needed. Verify the order status before making any change on the customer's behalf. |
| An error has occurred while processing your order. We apologize for any inconvenience. Please try again or contact customer service. | An unexpected failure occurred during processing. The order is flagged as requiring attention instead of being rejected. | Review the flagged order. Escalate if the customer cannot complete the checkout on a second attempt. |
Rejection codes in the Order API
Tenants submitting orders through the Order API read the outcome from the submission rather than from the order. A rejected submission returns one of three codes.
| Code | Message | Meaning |
|---|---|---|
| BLOCKED | The order was rejected. | The order failed the delinquency check or the existing-account check. |
| PAYMENT_METHOD_FAILED | The payment method could not be processed. | The payment processor refused the charge. |
| VALIDATION_FAILED | The order input failed validation. | The submitted order was invalid — a missing or invalid field, an unavailable appointment, or an invalid checkout code. |
Rejection messages returned by the API are deliberately generic and never contain customer details. VALIDATION_FAILED has no equivalent on the order itself: those orders are never marked as "Rejected".
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