Payment Error Platform Notifications
In the event that a gift is redeemed and the card charge fails, an error banner will appear at the top of the account for all users.
This error banner will include a call-to-action for Admins to edit the payment method or retry the card. This will take you to the Team Settings page where the card can be updated or to the Gift History page where you can retry the card for the specific purchase that failed.
In Gift History, you will also notice the failed payment is reflected:
Platform Error Email Notifications
When a gift payment fails, the platform sends up to three emails depending on the roles involved.
Gift Sender email notification
Subject line includes the gift reference: "Your &Open payment failed (GR-7F3A2B)"
Email includes the error reason and a suggested action
"View gift history" button links directly to the filtered failed payments view
This email is only sent to non-admin gift senders (admins receive the admin email instead)
Admin email
Sent to admins on the gift sender's team only — no cross-team noise
Also sent to the payment method owner even if they aren't a team admin
Email includes the gift reference (linked), gift recipient email, gift sender email, card details, error message, action guidance, and an "Update payment method" button.
If the failed payment goes unresolved, &Open reserves the right to cancel the transaction.