The Credit Card Error Log lists card payments that did not go through. Some failed when the card was authorized, others failed later when Sharper tried to actually collect the money — and a card can be approved at the desk and still fail at that second stage. Anything sitting on this screen is money you have not been paid.
The best time to check is right after an AutoPay run. That is when a batch of failures appears at once, and catching them immediately is the difference between a quick call to the customer and a balance that quietly ages.
Viewing the CC Error Log
Select the Accounting module in the left navigation pane.
Click CC Error Log.
This screen is a worklist, not a history. It shows only failures you have not yet cleared. Successful payments never appear here, and once you clear an entry it drops off — so an empty list means there is nothing outstanding.
The Three Kinds of Failure
Use the filter above the list to narrow to one kind. It opens on All, which shows all three together.
Filter | What happened |
Auth Errors | The card was refused at the point of authorization. Nothing was ever held or taken. Usually a decline, an expired card, or incorrect card details. |
Capture Errors | The card was authorized, but the later attempt to collect the money failed. This is the one people miss, because the payment appeared to succeed at the time. |
Captured Only Auth Amount | Less money was collected than was owed — only the amount originally authorized came through. The difference is still outstanding. |
Captured Only Auth Amount is easy to overlook because a payment did arrive. Check the Amount against what the customer actually owed — the balance will still show a shortfall, and it will not resolve itself.
What Each Column Tells You
Column | What it tells you |
# and Transaction Id | The references for this attempt. The Transaction Id is the one your payment provider will recognize. |
Customer | Who the payment was for — the person you will need to contact. |
Status | Which of the three failure kinds above this entry is. |
Auth Code | The approval code from the authorization. A # here means no real authorization was ever obtained. |
Card Number | The masked card, so you can confirm which card a customer means without seeing the full number. |
Message | The reason given by the card processor. This is the column that decides what you do next. |
Amount | How much was involved. On a Captured Only Auth Amount entry, compare this against what was owed. |
Date | When the failure was recorded. |
A Message reading Connection Error means Sharper could not reach the card processor at all — the card itself was never the problem. These are worth retrying, because nothing was wrong with the customer's card.
Requeue and Ignore
Select an entry's checkbox to see the actions available for it. There are two, and they do very different things.
Action | What it actually does |
Requeue | Genuinely tries to collect the money again. Use this when the failure was a technical problem rather than a refusal — a connection error being the clearest case. |
Ignore | Only hides the row. It does not collect anything, reverse anything, or change the customer's balance. It means "I have dealt with this". |
Ignoring an entry you have not resolved leaves the balance outstanding and removes your only reminder. Work the entry first — retry it, take payment another way, or correct the balance — and ignore it only once it is genuinely handled.
When Requeue Is Not Offered
Requeue does not appear on every entry, and that is deliberate — Sharper offers it only where retrying could actually succeed. You will only see it on a Capture Error, and only when the card was genuinely authorized and was not refused. It is withheld when:
The failure was an Auth Error or a Captured Only Auth Amount — there is no authorized capture to retry.
The payment was voided or declined.
The message says the card was declined — the card processor has already refused it, and asking again returns the same answer.
The Auth Code is #, meaning no real authorization was ever obtained.
If only Ignore is available, retrying is not the answer. Contact the customer and take payment another way, or ask them for updated card details.
Working Through a Failure
What the message indicates | What to do |
Connection Error | Sharper could not reach the processor. Requeue it. Repeated connection errors across many payments point at the processor connection rather than any one card. |
Declined, or insufficient funds | The card details are fine but the bank refused. Contact the customer and take payment again — retrying alone will not help. |
Expired card, or invalid card number | The stored card is no longer usable. The customer needs to provide a new one before any further attempt. |
If the customer is on AutoPay and their card has expired or been replaced, fixing this one payment is only half the job — their saved card needs updating too, or the same failure repeats on the next run. See CRM - Saving Credit Cards & ACH Payment Methods.
Failed ACH Payments
This screen covers card payments only. ACH and bank payments fail in their own way and on their own timeline, and are listed separately under Accounting → ACH Error Log. Check both — a property taking ACH and clearing only this screen is leaving half its failed payments unseen.