Short answer: Turn on Require zip/postal code in Settings. That adds a ZIP (postal code) field when you type in a card. Then run the sale again.
Why it happens
Some cards check the billing ZIP when they're typed in, and the bank may decline if it's missing or wrong. This is common with virtual cards, like the ones travel sites such as Expedia and Agoda issue for hotel stays. The app only shows the ZIP field when that setting is on, so with it off there's nowhere to enter one. Your Stripe account can also have a rule that blocks payments with a ZIP that doesn't match. Stripe's fraud rules can block a payment if the ZIP is wrong, though not if it wasn't provided.
A declined sale for this reason shows:
Zip code doesn't match — verify the billing zip code and try again
Fix
- Open the menu and tap Settings.
- In the Payments section, turn on Require zip/postal code (Android: Require ZIP / postal code, "On keyed card payments").
- Start the sale again and choose to type the card in. A ZIP field now shows with the card number.
- Enter the billing ZIP for the card. For a virtual card, the ZIP is usually in the booking details or the email with the card.
Don't see Require zip/postal code on iPhone? Some countries, like Ireland, Hong Kong and the UAE, don't use postal codes, so the app doesn't offer the setting there.
On iPhone, after a failed card payment with no reader connected, the app may show this suggestion:
Provide a zip code
Additional credit card verification may be required to get this charge to succeed. Provide a zip code and try the charge again.
For US accounts it turns the setting on for you. Try the charge again.
A saved card doesn't ask for a ZIP
Why: when a customer already has a card saved, the app offers Use existing payment method. That charges the saved card as-is and doesn't ask for a ZIP.
Fix: if the charge is declined, pick Capture new payment method instead, and enter the card and ZIP again. Turn on Require zip/postal code first.
Card readers and Tap to Pay
You don't need a ZIP when the customer taps, inserts, or swipes. The reader sends the card details itself. If a tapped card is declined, ask for another card.
Still stuck? Contact us from the app: open the menu, tap Help, then tap the email icon at the top (Contact Support on iPhone, Email support on Android).