What does the do_not_honor decline code mean?

It's when the customer's bank refuses the charge without a specific reason. Common causes include fraud rules being triggered (unusual amount, overseas processor), an expired or locked card, or a temporary bank authorization system outage.

What should I tell customers when their card is declined with do_not_honor?

Explain that their bank declined the payment and usually wants a quick confirmation. Ask them to call the number on their card to approve the transaction, then you can retry. Alternatively, offer to send a fresh link for Apple Pay or bank transfer.

How do I handle multiple do_not_honor declines from the same customer?

If you get multiple do_not_honor responses within 24 hours, switch to bank transfer and flag the account. Ask for a different card since sometimes the issuer simply won't budge. For high-value jobs over £5k, involve your finance lead and follow your payment escalation process.

do_not_honor decline code explained (and what to say)

It’s the most frustrating Stripe decline—everything looks fine, but the bank simply refuses the charge. Here’s how to diagnose, what to tell the customer, and the fallback flows inside Toolfy.

Why banks send do_not_honor

Fraud rules tripped: unusual amount, overseas processor, or multiple quick attempts
Customer card flag: expired card, card locked for online use
Issuer outage: the bank’s authorization system is down temporarily

Step-by-step fix

Check the invoice timeline — Toolfy shows “do_not_honor” on the failed attempt with timestamp
Open Stripe Dashboard → Payments tab → read the decline code details
Call the customer while Stripe is open and follow the phone outline below
Offer alternate payment method (Apple Pay, bank debit, bank transfer)
Log the outcome in the invoice timeline and schedule the retry if needed

Phone script

“Hi {{first_name}}, we just tried to process invoice #{{invoice_number}} for £{{amount}} and your bank declined it with a ‘do not honor’ message. That usually means they want a quick confirmation from you. If you call the number on the back of the card and approve the transaction I can run it again, or I can send a fresh link for Apple Pay/bank transfer if that’s easier.”

Alternate pathways

Scenario	Toolfy move
Customer can’t call bank right now	Send the payment link again and schedule a reminder for later in the day
Customer prefers bank transfer	Mark the invoice as awaiting bank transfer and share your banking details via template
Card keeps failing but customer is on-site	Use tap-to-pay or collect payment via Apple Pay/Google Pay on your device

Reminder workflows that prevent repeats

Enable Payment reminders so customers have funds ready before due date
Use the Same-day collection recipe (Reminders help doc) so technicians collect on-site
Set up finance Slack alerts for failed payments so nothing slips past the team

When to escalate

Multiple do_not_honor responses within 24h → switch to bank transfer and flag account
Customer insists they approved it → ask for a different card; sometimes the issuer just won’t budge
High-value job (>£5k) → follow the Payment Escalation Playbook (help doc) and involve your finance lead

Related resources

Need help loading these scripts into your Toolfy workspace? Email support@toolfy.io.