Card decline code
new_account_information_available: New account information available
The card or account is invalid and the issuer has newer details, usually a reissued card. Get the new card from the customer or your card updater.
What new_account_information_available means
new_account_information_available means the card has been replaced. Network card updater services may refresh the stored details for you.
Should you retry the payment?
Do not retry the old card. Use updated details from the card updater, or ask the customer.
How to recover a subscription payment declined with new_account_information_available
- Check whether your processor's card updater has refreshed the card.
- If not, email the customer a link to add their new card.
- Collect the open invoice once updated.
What to tell the customer
Tell them their bank issued a new card and ask them to add it.
"Hi Sam, it looks like your bank issued you a new card. Please add it here so your Acme subscription continues."
More wording for every situation is in our dunning email templates.
How Revnio handles new_account_information_available
Revnio records new_account_information_available on the failed payment, follows your retry schedule (by default 1, 3, 5 and 7 days, adjusted for the customer's value and plan, and moved to weekday business hours), and emails the customer a secure link to pay or update their card. WhatsApp (Pro plan) reminders follow if the email is not clicked. The Insights page shows how often each decline code recovers for you. On Paddle, Paddle runs the payment retries itself and Revnio handles the customer outreach.
Decline codes are returned by the card issuer through your payment processor. Code names here follow Stripe's; Chargebee and Paddle surface the same issuer reasons with their own wording. Last reviewed 2026-10-15.
Frequently asked questions
What does decline code new_account_information_available mean?
The card or account is invalid and the issuer has newer details, usually a reissued card. Get the new card from the customer or your card updater.
Should I retry a payment declined with new_account_information_available?
Not the old card. Do not retry the old card. Use updated details from the card updater, or ask the customer.
Can Revnio recover payments declined with new_account_information_available?
Revnio picks up the failed payment from Stripe, Chargebee or Paddle, adjusts retry timing to the decline code, and reaches the customer by email and WhatsApp (SMS is coming soon) with a secure link to pay or update their card.
Recover failed payments on autopilot
Revnio retries failed payments at the right time and reaches customers by email and WhatsApp until the card is fixed. Works with Stripe, Chargebee and Paddle.
Related
- expired_cardThe card on file has passed its expiry date. Retrying will never work; the customer needs to add the new card. It is also the most preventable failure, because you know the expiry date in advance.
- invalid_accountThe card or the account behind it is invalid, for example closed. The customer needs a new payment method.
- lost_cardThe cardholder reported the card lost and the bank has cancelled it. It will never be approved again, so stop retrying and ask for a new payment method.
- All decline codesEvery common card decline code, grouped by what to do next.
- Dunning email templatesCopy-ready emails for each kind of failed payment.