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Only relevant for card-based customers. If your drivers don’t carry Rynse cards, this tab stays empty and you can skip the page.
Incidents is where you go when a driver says “my card got rejected.” Every blocked Rynse card swipe lands here with the date, merchant, vehicle, reason, and card used.
Incidents only shows declines that reached the payment processor. If the terminal couldn’t accept the card at all — communication error, unsupported card type, or a swipe rejected before it left the terminal — it won’t appear here.
A decline almost always falls into one of three buckets:
  • Unapproved merchant category — e.g. buying gas with a wash-only card.
  • A spend cap or limit was hit — over the monthly limit or per-transaction ceiling.
  • A card schedule blocked it — used outside its allowed days or times.

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Page controls

  • View toggle — Incidents / All Declines. Incidents (default) shows declines flagged by a Rynse rule (category, schedule, or spend) — the actionable ones. All Declines adds every other declined swipe, including issuer-level ones (insufficient funds, bad PIN, terminal errors).
  • Date range. Start and end pickers, defaulting to the current month. Your selection is saved in the page address, so you can bookmark or share a window.

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The table

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Incident details

Click any row for a dialog with everything you need to decide what happened:
The raw swipe: timestamp, merchant name and address, requested and approved amounts, and the reason the network sent back.
Which card was used — last 4, name on card, balance, status, and assigned vehicle.
The card’s schedule rule when the swipe happened — e.g. Mon–Fri, 6 AM–6 PM. If the decline was outside that window, this is your answer.
The categories this card can spend in. If the terminal’s category isn’t on the list, the swipe was blocked here.
Per-transaction and monthly ceilings on the card and the organization. A driver who hit one shows up here.
A 14-day window of other activity on the same card — useful for spotting patterns, like a successful swipe minutes earlier elsewhere.

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Common incidents you’ll see

If an incident looks unfamiliar, it’s probably one of these.
Merchant category is Automated Fuel Dispenser with an unusually high requested amount — pumps auto-authorize around $200 to hold against a fill-up. (The message may read as a PIN failure even though the category is the real reason.) Remind the driver the wash card isn’t for fuel and point them to the car-wash locations map. To add fuel to this card, contact your account team.
Merchant category is something like General Retail, Department Store, or Convenience Store — the card is approved for car-wash categories, not retail. This is the card doing its job; confirm the swipe was non-wash, reinforce the rules, nothing to fix.
The driver washed at a fuel station whose wash terminal runs through the station’s main terminal, so the swipe came through as Automated Fuel Dispenser. The merchant name is a gas-station brand and the time matches a normal wash. Email support@gorynse.com to greenlight that merchant for wash use — a permanent fix. Meanwhile, send drivers to a different car wash in your network.
The message references a spend rule or limit; merchant and category look correct — it’s the amount that tripped the block. Check Spend Rule (Limits). Either the limit is correct and the driver budgets for the rest of the month, or email support@gorynse.com to raise it.
You know it was a car wash, but the terminal reports as a fuel station, convenience store, or generic retail, and the message reads Merchant category not allowed. This is a vendor setup issue — email support@gorynse.com to greenlight that merchant. Note: greenlighting opens all spend there within your existing policies, so we only do it for trusted locations. Meanwhile, send drivers elsewhere on the map.
The decline was on a weekend, late night, or holiday, and Schedule Constraint At Time of Incident shows the swipe fell outside the allowed window. Either the schedule is doing its job, or email support@gorynse.com to widen the card’s allowed days and times.

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Get notified the moment a card declines

You don’t have to remember to check this tab. Turn on Settings → Incident notifications to get an email whenever a Rynse card is declined, so you can act the same day instead of waiting for a check-in.
Notifications are per user — each fleet manager enables Incident alerts on their own profile.

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Common workflows

Set the date range to the day in question, find the driver’s vehicle, and click the row. The Message, Spend Rule, and Schedule Constraint sections tell you which of the three buckets it falls into.
Set the date range to the quarter and scan the Merchant Category column. If one category (especially Automated Fuel Dispenser) dominates, you have a driver-education or scope problem. If one Merchant keeps appearing, that vendor’s terminal is likely misclassified.
Switch the view toggle to All Declines to see swipes that didn’t trip a Rynse rule (wrong PIN, terminal errors). If it’s on neither view, it never reached the payment processor — likely an unsupported card type, a terminal that couldn’t connect, or a different card. Confirm with the driver where the swipe was attempted.
Open the incident and confirm in Transaction Information that the merchant is genuinely a car wash. Email support@gorynse.com to allow that merchant. Trade-off: greenlighting allows any spend there within your existing category and dollar policies, so only do it for locations you trust.

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What’s next

Vehicles

Find the vehicle from a decline, check its card status and the categories the card can spend in.

Fleet Wash Health

Once a decline is sorted, confirm the driver is back to washing on the cadence you expect.