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 canceled. 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 updated, the system will retry the failed payment.
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’ll see the 'CC Issue' tag and error message. If retries fail or don’t run, check the card status and try removing and re-adding the card to process pending payments."
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 that is in good standing and has no associated outstanding failed charges. If the customer’s account is set to use account balance for automatic fees, the charge will be retried using an account balance instead of a saved credit card.
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.
Customer View in Payment Failure
The customer can't book reservations past the grace period (configured in the membership contract) until the credit card is updated and all missing 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:
