Whenever a membership payment fails, the membership is moved to a suspended/payment failed status. You can manually attempt to retry the charge from either the client profile or the Membership Payments report. In this article, we will explore both options.
Things to know:
- If a value is not specified for the "How Many Times In A Month Should We Retry A Failed Payment For Membership?" setting, the client's membership payment will be retried daily until the payment is successful.
- Only auto-draft payments are included in the membership payment failed retry attempts. Manually drafted payments do not count towards these retries and will interfere with the retry count. For instance, if the system is set to retry a payment 3 times and a client has two failed auto-draft payments followed by a manual payment attempt (triggered by a staff member, which also fails), the system will reset the retry count and attempt the charge 3 additional times.
- For annual memberships, the failed payments will retry X times (based on the setting), and then the membership will be canceled
- For monthly memberships, the failed payments will retry X times (based on the setting) once per day
- If the retry setting is modified, the retry cycles for all existing memberships will reset to the new retry value. For example, if the setting was initially configured for 2 retries and a client currently has 1 failed payment, and you change the retry amount to 0, the system will reset the retry cycle. Consequently, no further attempts will be made to charge that failed payment.
- Once the past-due charges go through, only the rolled-over credits they earned will show up. If the membership is not set to roll over credits, only the current month's credit will be added and the membership will become active once more
- If the "Initiate membership termination after X failed payments in a row" setting is configured, the client's membership will be terminated after that specified number of consecutive failed charges.
- Location owners and managers will receive membership payment failure notifications if the client is not opted in to receive transactional emails.
Configuring Failed Payment Retry For Membership Setting
- Navigate to Business Setup > Settings
- Locate the "How Many Times In A Month Should We Retry A Failed Payment For Membership?" setting
- Click the drop-down to choose a number to indicate how many times we should retry failed membership charges. The maximum number of retries is 3
- Save changes
Reactivating Memberships on the Client's Profile
The system will automatically retry a failed membership charge based on the number set in the settings. If your client's membership reaches that number of failed payments, the membership will enter the suspended or failed payment status. Once in the suspended or failed payment status, you can manually reactivate the membership.
To reactivate a membership from the client profile, simply:
- Navigate to the Clients tab
- Search and open the client's profile
- Select the edit link
- Add a card and save
- Scroll down to the Memberships section
- Expand the arrow next to the membership with the Payment Failed status
- Select the Reactivate link
- Once the charge is successful, the membership will become active
Manually Retrying Failed Payments from the Membership Payments Report
- Navigate to Dashboard > Reports
- Locate and open the Membership Payments report
- Click "Retry" next to the failed payment for the desired client
- A successful message will be displayed to confirm that the charge was successful
- The successful charge will be added to the Membership Payments report and the client's membership will become active
For more information, contact us at support@mytime.com or (385) 233-6964.
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