Work a failed payment

When a membership charge is declined, the membership becomes past due and appears in Money › Failed payments.

What happens automatically

1. The billing contact gets an email saying the payment failed.
2. The card is tried again:

• If the membership is billed by QuickKicks, it tries again after 2 days, then 3 days, then 4 days. If the bank says the card cannot be used at all (for example, it was reported lost), it does not try again.
• If the membership is billed by a Stripe subscription, Stripe tries again on the schedule set in your Stripe account.

1. After 3 days past due, the billing contact gets a reminder email. After 7 days, they get a final warning.
2. If the card cannot be used at all, your team also gets an alert at day 7 to call the family for a new card.
3. After 14 days past due, the membership is paused automatically and the emails stop. Your team gets an alert in Money > Alerts.

These emails only go out if your school has failed-payment emails turned on in Admin > Settings > Email notifications, and the billing contact has an email address on file.

What you can do from the Failed payments page

1. See each past-due membership, how much is owed, how many days overdue, and why the last charge was declined.
2. Retry the charge once the family says they have fixed their card.
3. Snooze it until a date if you have agreed a plan with the family. While it is snoozed, the reminder emails and the automatic pause wait.
4. Assign it to a staff member so someone owns the follow-up.
5. Waive it, with a reason, if you have decided not to collect. Waive does not refund anything.

The Dashboard shows how many accounts are past due. Check it every week.