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Where to find this: Payments → Transactions or Subscriptions → Filter by Past Due

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Why payments fail

Common reasons for payment failures: Card issues:
  • Expired card
  • Insufficient funds
  • Card declined by issuer
  • Incorrect card details
  • Card reported lost or stolen
Bank issues:
  • Fraud prevention triggered
  • Daily spending limit exceeded
  • International transaction blocked
  • Bank requires authentication
Technical issues:
  • Network timeout
  • Processing error
  • Stripe API issue
Most failures are card-related and resolve when client updates payment method.

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How failed payments appear

Subscriptions page shows Past Due statusWhen subscription payment fails:
  • Status changes to “Past Due” (red)
  • Last attempted payment shows as failed
  • Next retry date displayed
  • Client may retain access during retry period
Past Due Sub Pn

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Stripe’s automatic retry schedule

Subscription payments only - Stripe retries automatically:
  1. 3 days after initial failure
  2. 5 days after first retry
  3. 7 days after second retry
  4. 10 days after third retry
Total retry window: Approximately 25 days If all retries fail: Subscription automatically cancels
Don’t wait for automatic retries. Contact client immediately when payment fails to speed recovery.

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Recovering failed subscription payments

1

Identify Past Due subscriptions

Go to Payments → Subscriptions and filter by Past Due status.
Past Due Sub Pn
2

Review failure reason

Click subscription to view details in stripe.Check Payment History for failure reason:
  • Card declined
  • Insufficient funds
  • Expired card
  • Requires authentication
Understanding why helps you communicate with client.
3

Contact client immediately

Send message through Inbox or email:Message template: “Hi [Name], your recent payment for [subscription] was declined. To avoid service interruption, please update your payment method here: [payment update link]”
Act fast. The sooner client updates payment, the sooner Stripe retries successfully.
4

Send payment page update link

From subscription details:
  1. Click **Open **on the subscription under the Source column
  2. Scroll to the Invoice section
  3. Click the Invoice labeled Retrying
  4. Copy the Payment Page link
  5. Send link to client
Invoice Stripe Pn
Payment Page Link Pn
5

Client updates card

Client clicks link, enters new payment details and checks out.
6

Monitor retry success

Check subscription status:
  • Active = Retry succeeded, subscription recovered
  • Past Due = Still failing, follow up again
  • Canceled = All retries failed, subscription lost
Payment recovered. Subscription returns to Active status. Credits renew. Service continues.

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Recovering failed one-time payments

One-time payments don’t retry automatically. You must manually recover them.
1

Find failed transaction

Go to Payments → Transactions and filter by Failed status.
2

Contact client

Message template: “Hi [Name], your payment for [product] didn’t process successfully. You can complete your purchase here: [new payment link]”
3

Provide new payment link

Option 1: Resend product link
  • If client has product URL, they can try purchasing again
  • Client re-enters payment details
Option 2: Manual payment (not recommended)
  • Client pays via alternative method (Venmo, check, etc.)
  • You manually record transaction
  • Manually grant access/credits
Option 1 is simplest. Just send the original booking or product purchase link again.
4

Verify payment success

After client attempts payment again, check Transactions page for successful charge.If successful: Grant access, issue credits, confirm with client.

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What clients see when payment fails

Subscription failure:
  • May receive email from Stripe about failed payment
  • May receive notification from you
  • Usually retain access during retry period
  • Risk losing access if not resolved
One-time payment failure:
  • Transaction doesn’t complete
  • No confirmation email
  • No access to product/credits
  • Must attempt payment again
Client experience varies based on your notification settings. Configure Stripe email notifications in Stripe Dashboard.

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Communication best practices

When payment fails: ✅ Do:
  • Contact immediately (within 24 hours)
  • Be helpful and non-judgmental
  • Provide clear next steps
  • Include payment update link
  • Offer assistance if needed
❌ Don’t:
  • Wait for automatic retries
  • Shame or blame client
  • Threaten immediate cancellation
  • Use aggressive language
  • Send multiple messages in one day
Sample messages: Professional and helpful: “Hi [Name]! Just a heads up - your payment for [subscription] didn’t go through. This happens sometimes with expired cards or fraud protection. You can update your payment method here: [link]. Let me know if you need any help!” Too aggressive: “Your payment FAILED. Update your card immediately or your account will be canceled.”
Most payment failures are accidental, not intentional. Keep tone friendly and assume client wants to resolve it.

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Preventing payment failures

Proactive strategies:
Check upcoming expirations in Stripe Dashboard.Action: Contact clients 30 days before card expires with payment update link.Result: Prevent failures before they happen.
For subscriptions: Remind clients 3-5 days before billing date.Message: “Your [subscription] renews on [date] for $[amount]. Your card ending in [last 4] will be charged. Need to update payment info? [link]”Result: Gives clients heads-up and chance to update card if needed.
Advanced: Some coaches require two cards on file.If primary fails, Stripe automatically tries backup card.Setup: Configure in Stripe Dashboard (requires technical setup).

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When payment recovery fails

If client doesn’t respond or can’t/won’t update payment: Subscriptions:
  • Stripe exhausts retries (25 days)
  • Subscription automatically cancels
  • Client loses access and credits
  • Must resubscribe to resume service
One-time payments:
  • Transaction remains failed
  • No product or credits issued
  • Client must attempt purchase again
  • Can write off as lost sale
Document failed recovery attempts for your records. Some coaches have policies about re-allowing clients who frequently fail payments.

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Troubleshooting specific failure reasons

Reason: Bank declined without specific reasonSolution:
  • Ask client to contact their bank
  • Bank can provide specific reason
  • Client may need to authorize charge
  • Try different card
Reason: Not enough money in accountSolution:
  • Wait for client to add funds
  • Offer payment plan if appropriate
  • Next retry may succeed when funds available
Reason: Card past expiration dateSolution:
  • Send payment update link
  • Client enters new card with current expiration
  • Usually quick resolution
Reason: Card flagged by issuerSolution:
  • Client must use completely different card
  • Old card won’t work even after “update”
  • Client needs to contact bank for replacement

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Next steps

  1. Issue refunds - Process refunds for recovered payments if needed
  2. Manage subscriptions - Handle subscription modifications
  3. View transactions - Monitor all payment activity