Declined payment

A guest booked in December for arrival tmw. At the time of, only paid $50. Today when the scheduled payment tried to process it says DECLINED. "Blocked, first used - transaction from new cardholder, and card not properly unblocked"

What does that mean??

Thanks

Lacey

And now its 5 hours to check in. Not sure what to do about this one!  Any help?? 

No refund due but only 50 collected and card no good. Do i cancel? She never has opened the first email sent to her and does not answer calls or texts. She purchased travel insurance...

That is a business decision, but from your description, it doesn't sound good, so, yes, cancelling seems like it would be the prudent course.

If you want to write in to the Helpdesk with the ORB booking number, we can look more deeply, but, given that this is a Monday morning and we have to work through the weekend's tickets, I cannot guarantee we'd be able to have an answer within 5 hours.

Thank you!