# Unhelpful emails on card processing failure

**URL:** <https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362>\
**Category:** Max Classic\
**Tags:** merchant-account, payment\
**Created:** [August 6, 2019, 3:47pm UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362 "2019-08-06T15:47:49Z")\
**Posts on this page:** 6\
**Page:** 1

<div class="post-metadata">

**Author:** ![Jim\_Hohl](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/jim_hohl/32/1587_2.png) [@Jim\_Hohl](https://integration.keap.com/u/Jim_Hohl)\
**Post date:** [August 6, 2019, 3:47pm UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/1 "2019-08-06T15:47:49Z")

</div>

Hi. I get an email like this when a payment doesn’t go through using Keap Payments:

 ![11](https://us1.discourse-cdn.com/flex019/uploads/infusionsoft1/original/2X/9/9af3db65cfaec5c7742750226df13ee1e09d1002.png)

It’s pretty useless without the contact name or order information.

Is there something that I need to set up differently to include this information?

---

<div class="post-metadata">

**Author:** ![Jim\_Hohl](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/jim_hohl/32/1587_2.png) [@Jim\_Hohl](https://integration.keap.com/u/Jim_Hohl)\
**Post date:** [November 6, 2019, 5:13pm UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/2 "2019-11-06T17:13:36Z")

</div>

I posted this a couple months ago and no one replied. Does anyone from Keap monitor this forum? I will post to FB instead.

---

<div class="post-metadata">

**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\
**Post date:** [November 6, 2019, 9:00pm UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/3 "2019-11-06T21:00:20Z")

</div>

I’ve seen that same comment from others. It’s not a setup issue on your end. I’d request it as a “feature” improvement at [https://keap.com/tellus](https://keap.com/tellus)

---

<div class="post-metadata">

**Author:** ![Jim\_Landers](https://avatars.discourse-cdn.com/v4/letter/j/5fc32e/32.png) [@Jim\_Landers](https://integration.keap.com/u/Jim_Landers)\
**Post date:** [July 2, 2020, 7:35am UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/4 "2020-07-02T07:35:43Z")

</div>

Did you ever get a response? I agree this is near useless info if I don’t know whose payment had the problem.

---

<div class="post-metadata">

**Author:** ![Jim\_Hohl](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/jim_hohl/32/1587_2.png) [@Jim\_Hohl](https://integration.keap.com/u/Jim_Hohl)\
**Post date:** [July 2, 2020, 5:44pm UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/5 "2020-07-02T17:44:54Z")

</div>

The response I got was that there was no way to customize this and that I needed to request this as a feature. I did that but I have not seen it added to the pipeline. It seems like SUCH an easy fix to at least add the customer’s name or the amount or SOMETHING identifiable. Otherwise, it’s a wild goose chase every time a card payment fails.

---

<div class="post-metadata">

**Author:** ![Jim\_Landers](https://avatars.discourse-cdn.com/v4/letter/j/5fc32e/32.png) [@Jim\_Landers](https://integration.keap.com/u/Jim_Landers)\
**Post date:** [July 7, 2020, 4:04am UTC](https://integration.keap.com/t/unhelpful-emails-on-card-processing-failure/70362/6 "2020-07-07T04:04:18Z")

</div>

Thank you for responding Jim, I appreciate it!