> ## Documentation Index > Fetch the complete documentation index at: https://docs.gorynse.com/llms.txt > Use this file to discover all available pages before exploring further. # Incidents > See why a Rynse card was declined — the driver, vehicle, reason, and what to do about it. **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. ## 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. ## The table | Column | What it shows | | --------------------- | ---------------------------------------------------------------------------------- | | **Date** | When the swipe happened, to the minute | | **Type** | **Declined** (blocked) or **Auth** (authorized but flagged) | | **Message** | The reason — merchant category not allowed, spend rule exceeded, outside schedule | | **Requested** | Amount the merchant asked to authorize | | **Approved** | Amount actually approved (usually \$0.00 for a decline) | | **Last 4** | Last four digits of the card used | | **Merchant** | Vendor name from the terminal | | **Merchant Category** | Category the terminal reported itself as (e.g. Car Wash, Automated Fuel Dispenser) | | **Category** | Icon for the card's intended use — car wash, fuel gas, fuel EV, or maintenance | ## 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. ## 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. ## 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. ## 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. ## What's next Find the vehicle from a decline, check its card status and the categories the card can spend in. Once a decline is sorted, confirm the driver is back to washing on the cadence you expect.