The system automatically charges a customer’s credit card for:
Membership renewals
Late cancellation fees
No show fees
When a customer's automatic payment is declined, the following occurs:
The customer is sent an email informing them to update their credit card or lose the ability to book classes.
The customer will receive the charge declined tag
Any class reservations made before the payment failure will NOT be automatically cancelled. You may manually cancel reservations.
If a customer has a membership with a payment failure, they will be prompted to add a new card when opening your studio's mobile app.
Automatic Retry
When a payment fails, the system does NOT automatically retry the payment. Additionally, the system will NOT charge a secondary card on the customer's account, should their default credit card be declined when processing automatic charges
To retry a failed payment, the existing card must be updated, or a new one added. Once a valid card is added and set, the system will retry the previously failed payment automatically.
With multiple failed payments, after adding a valid card, the system processes the first back charge and, upon success, sequentially retries remaining failed payments.
To Retry Failed Membership Payments:
To resolve a failed payment on a membership, go to the customer's account > Payment Methods > Credit Cards on File. Click Add New Card, which will clear up any credit card issues once it has been saved.
Additionally, you can resolve failed payments by finding the credit card with the “CC Issue” tag > Edit option on the ellipsis menu to the right side of the card.
When you click Save, the system retries the charge. If successful, the receipt appears under Purchases. If declined, you will see the 'CC Issue' tag and an accompanying error message. Occasionally, retries could fail or may not run due to unresolved card issues. Check the card status to ensure it is properly configured, and consider removing and re-adding the card to restart the process effectively.
If a customer has multiple back charges, the first will process when the credit card is updated, followed by each remaining charge one at a time. Each charge will appear as a separate item on their account.
Penalty Fees
If a failed late cancellation or no-show fee is incurred, locate the Failed Payments tab on the customer's account. If a customer has a failed penalty fee, each charge is listed.
Click on the ellipsis to retry or waive the penalty fee.
The system will retry the charge on a saved credit card in good standing that has no associated outstanding failed charges. However, the system requires an active card on file to retry a failed transaction, even if the account balance is sufficient. If the customer’s account is set to use account balance for automatic fees, it will only be used for subsequent payments once the failed payment is resolved.
If the penalty fails again, add a new credit card to the account. For persistent failed transactions, recommend the customer contact their bank or card issuer to determine the root cause. You may also remove and re-add the credit card to prompt the system to process pending payments more effectively.
Back Charges
If a customer has multiple back charges and a valid credit card is added, the first failed payment will be processed, and upon success, the remaining failed payments will be sequentially retried. Each successful charge will appear as a separate item on their account.
Each unpaid charge is processed sequentially, with attempts occurring roughly hourly until all past-due payments are settled.
Customer View in Payment Failure
The customer can't book reservations past the grace period (as configured in the membership contract) until the credit card is updated and all outstanding payments and penalty charges are successfully settled.
If a customer tries to book a class with the membership and it is past the grace period, they will no longer see the membership in payment failure as an option to book into a class.
Customers can navigate to their account to view memberships in case of payment failure:
