North Metric

    issuer_not_available: let Stripe retry.

    A retry within a few hours usually works. If several customers from one bank fail together, the outage is on the bank’s side.

    issuer_not_availableDECLINE CODE · RETRY LATER
    RECOVERYHIGHRETRYYes, let Stripe retryCUSTOMER ACTIONNone

    What does issuer_not_available mean in Stripe?

    It means Stripe couldn’t reach the card issuer to authorize the payment. The card wasn’t declined; the bank never answered.

    What happens next

    The same decline, handled two ways: a fixed retry ladder, and Stripe Smart Retries with North Metric following up once they end. North Metric never retries a card; its part in failed payment recovery starts when Stripe stops.

    THE NEXT 14 DAYS · EXAMPLE✕FAILED RETRYACTIONPAID
    Fixed retry ladder · day 1, 3, 5, 7Maybe · day 7
    M✕
    T
    W✕
    T
    F✕
    S
    S✕
    M
    T
    W
    T
    F
    S
    S
    The card was never declined, yet the ladder waits two days between attempts and emails the customer about a bank outage.
    Stripe + North MetricPaid · Stripe retry
    M
    T
    W
    T
    F
    S
    S
    M
    T
    W
    T
    F
    S
    S
    Stripe’s retries clear it, so North Metric sends nothing. A note is drafted only if the retries end unpaid.

    What it means

    It is usually a short outage at the bank or the network, and it often affects many customers of the same bank at once. Stripe returns it as a decline_code inside a card_error, so your integration sees the charge fail and the reason sits in this field.

    {
  "error": {
    "type": "card_error",
    "code": "card_declined",
    "decline_code": "issuer_not_available",
    "message": "Your card was declined."
  }
}

    Why it happens

    •The issuer’s authorization system was down or unreachable.•A network problem between Stripe and the bank cut the request off.•The bank didn’t answer before the authorization timed out.

    What to do

    01Don’t email yetThe customer did nothing wrong. A warning now only adds noise.
    02Let Stripe’s retries runSmart Retries pick the timing. Stripe’s recommended default is 8 tries within 2 weeks (Stripe docs, Oct 2026).
    03Follow up when the retries endIf the invoice is still unpaid, send one short personal note with a card-update link.
    See which customers with a failed payment are at risk, in your own Stripe.Actions off until you turn them onGet your free churn report →

    What to tell the customer

    Usually nothing while Stripe retries. If the retries end unpaid, send one short, human note, not a red banner.

    From: Maya at AcmeSubject: A quick note about your Acme invoice
    Hi Sam, Your card didn’t go through for this month’s Acme invoice, and the automatic retries have ended. You can update it or use a different card here. Everything else stays the same. Maya
    SEND ONLY AFTER STRIPE’S RETRIES END

    What not to do

    ✕Retry on a fixed day 1, 3, 5, 7 ladder.✕Send a “payment failed” email on the first decline.✕Add your own retries on top of Stripe’s.
    01RELATED CODES

    Same type,same playbook.

    Codes Stripe returns for the same underlying reason. Each one opens its own guide.

    insufficient_fundsThe card is valid but the balance was too lowHIGHOpen code →card_velocity_exceededThe card hit its spending or transaction limitHIGHOpen code →withdrawal_count_limit_exceededToo many charges on the card in a short periodHIGHOpen code →
    All decline codes →
    02FAQ

    Questions aboutthis decline.

    Short answers. The full list of codes is one click away.

    Soft. The card is fine; a well-timed retry usually succeeds.

    AFTER STRIPE’S RETRIES

    Know who’s at riskafter a decline.

    Actions off until you turn them on