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How do I see all customers who are in payment failure or charge decline?

Use the Customers - Summary report to find customers with payment failures

Daniel McMahon-Young avatar
Written by Daniel McMahon-Young
Updated over 2 weeks ago

Use the Customers report and filter by User With Credit Card Issue tag to find all customers with a payment failure.

It will not give any details on why the customer has the tag. If you want to see if it is a payment failure or a ding failure on a membership, use the Membership Details report.

A Ding failure is when a penalty fee fails (Late Cancel fee and No Show fee), and a Payment failure is when a membership renewal fails.

Customer - Summary Report

Navigate to Reports > Marketing > View next to the Customers - Summary report.

  1. Next, select More Filters > select Tags > select User With Credit Card Issue

  2. The date range featured is based on the customer's join date, so to see a comprehensive list, you'll want to change the date from the Day/Month/Year when your business first opened to today's date.

4. Click Generate Report and, if necessary, export the data.

Membership Credit Card Failure Report

Another option would be to use the Membership Credit Card Failures report in Insights.

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