Stripe decline code
new_account_information_available
The card has new information (often a new number after reissue). The stored card is out of date.
Quick answer
new_account_information_available is a hard decline. Retrying will keep failing; the customer has to act.
| Decline code | new_account_information_available |
|---|---|
| Type | Hard (needs customer action) |
| Retrying helps? | No |
| Category | Expired or updated card |
| Customer fix | Update to the current card details. |
Will retrying help?
No, retrying will keep failing
Send a card update email. If you use a card account updater, the new details may sync automatically.
A real example
The card was reissued with a new number, so the stored details are now out of date.
What the customer needs to do
Update to the current card details.
Your recovery approach
Send a card update email. If you use a card account updater, the new details may sync automatically.
Copy-paste recovery email
Subject
Your card needs updating, [First Name]
The card on file for [Product] is expired or out of date, so your renewal could not go through.
Add a current card and you are all set, it takes under a minute.
Recover new_account_information_available declines on autopilot
SubRevival reads every decline code and responds correctly, retrying soft declines on smart timing and emailing customers for hard ones, with a hosted card update page. $19/mo flat.
FAQ
What does the Stripe "new_account_information_available" decline code mean?
The card has new information (often a new number after reissue). The stored card is out of date.
Will retrying a "new_account_information_available" decline work?
No. new_account_information_available is a hard decline, so retrying the same card will keep failing. Send a card update email. If you use a card account updater, the new details may sync automatically.
How do I recover a payment that failed with "new_account_information_available"?
Send a card update email. If you use a card account updater, the new details may sync automatically. Customer action: Update to the current card details.
Related decline codes
Source: official Stripe decline codes documentation. Recovery guidance is SubRevival's own.