📝 Overview
If a customer’s payment fails, the steps you’ll need to take will depend on the payment method they used. You can find guidance for each payment method below.
Stripe
Stripe
When the failed payment is being made via Stripe, the payment will automatically be reattempted every 24 hours until it reaches the number of failed payment attempts which you have set in your Customer Settings section by going to Settings ➜ Registrations ➜ Customers or by clicking here to be redirected.
Once the number of failed attempts has reached the number set in your customer settings, then the customers membership will become unusable, which means that they will no longer be able to use that membership to register for new sessions/events.
💡Currently, only customers will receive notifications regarding retries and failed payments. To stay up to date with any open invoices or failed payments, see the To-Dos section available on the dashboard and in the left hand menu.
⚠️ Any existing registrations made prior to the membership becoming unusable will remain active though, and customers will still be able to attend these events.
What's next?
If a customers payment has reached the maximum retry limit, you can go into their membership where you will see this payment with a red "Max Retries" label, and you can select the "Resolve" option to either change the payment method, Skip/Edit the payment, or Retry the payment again.
💡 Alternatively, if this payment is for a recurring membership, you could also try skipping that payment, and adding it anew as an "ad-hoc" payment by following the steps in our guide here.
This would be particularly helpful if you want to update the amount the payment is for.
GoCardless
GoCardless
The system does not auto-retry GoCardless payments, so you would need to manually retry these payments in your "Failed Payments" section by going to Billing/Revenue ➜ Failed (here), clicking "Actions" to the right of the failed payment, and selecting "Retry".
Once the payment is retried, it will typically take between 3-5 business days before we know if the payment went through successfully or not, but if it fails, it will show up in the "Failed Payments" section again.
💡 If there are any failed payments you need to address, this will also be displayed in the Dashboard when you log into your account under To-dos:
Offline, Cash, and No Payment Method
Offline, Cash, and No Payment Method
When a customer has added an offline payment method such as cash or any payment method where you would need to confirm the payment manually, their payments would not be categorized as "Failed" payments when they're overdue because they would need to be manually actioned by the business.
Because of this, these payments will appear as "Pending Offline Payments" which would need to be confirmed, voided, or otherwise actioned by the business. To see these payments, please go to To-dos ➜ Offline Payments (here).
Once there, you can click on "Actions" next to each overdue payment and address it accordingly:
Because payments in this case are not technically failing, the membership will not automatically become blocked after a specific number of days, so in this case this is something you would need to implement manually.
💡 When you log into your account, if there's any pending offline payments you need to address, you will see them on the top-right:
No Payment Method
No Payment Method
When a customer membership doesn't have a payment method associated with it (either because the payment method was deleted at some point, or deferred when being added by the business), we will email the customer once a week before their first billing date reminding them that there's no payment method present.
If no payment method has been added by the time they're meant to be billed, we will email them daily reminding them that there is no payment method added to their membership yet.
This email can be edited by going to Communication ➜ Notifications ➜ Customer Membership: Missing Payment Method, and you can use the variables on the right to also include a link which redirects them to their account where they can add a payment method.
They will continue to receive this email daily until a payment method has been added, and each day that passes will count as a failed payment until they reach the number of failed payment attempts which you have set in your Customer Settings section by going to Settings ➜ Registrations ➜ Customers or by clicking here to be redirected.
Once the number of failed attempts has reached the number set in your customer settings, then the customers membership will become unusable, which means that they will no longer be able to use that membership to register for new sessions/events.
⚠️ Any existing registrations made prior to the membership becoming unusable will remain active though, and customers will still be able to attend these events.
🚨 What happens if the first payment for a recurring membership fails?
We’ve introduced an update to help prevent situations where customers could purchase recurring memberships even if their card was expired, blocked, or didn’t have enough funds.
Click here to find out more about failed first payments for recurring memberships
Click here to find out more about failed first payments for recurring memberships
Previously, memberships could be automatically blocked after a certain number of failed payments. However, during that time, customers could still register for and attend classes even though their payment hadn’t gone through.
With this update, customers can still try to purchase a membership, but if their first payment fails, the system will now automatically remove them from any classes they registered for.
This ensures that only members with successful payments can attend classes.
What this means
This applies only to the first payment of a recurring membership.
If the payment is successful, the customer’s class registrations stay as normal.
If the payment fails, the system automatically removes them, no manual action needed.
If you have any questions or would like help adjusting your membership or payment settings, please contact our support team, we’re happy to help!
❓ Frequently Asked Questions (FAQ's)
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Click here to see frequently asked questions
Why did my customer’s payment fail?
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Payments can fail for several reasons, including insufficient funds, expired or incorrect card details, bank restrictions, or payment processor declines. The exact reason is usually provided by the payment processor.
Will TeamUp automatically retry the payment?
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This depends on the payment method being used. Some payment processors (such as Stripe for recurring payments) may automatically retry failed payments, while others require manual action. Check the relevant payment method section in this guide for details.
What happens to the customer’s membership if their payment fails?
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If a recurring membership payment fails, access may be restricted depending on your membership and payment settings. In some cases, the membership remains active temporarily while payment retries occur; in others, access may be paused until payment is resolved.
Can the customer still book classes after a failed payment?
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This depends on your account settings. If you have enabled restrictions for overdue payments, customers may be blocked from registering for new events until the balance is cleared.
How can the customer update their payment details?
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Customers can usually update their card or payment details directly from their customer dashboard. If needed, you can also guide them through the process or update details from the business side (where supported).
Can I manually retry a failed payment?
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In some cases, yes, depending on the payment processor. You may be able to retry the charge from the invoice or payments section in your dashboard.
Will the customer be notified if their payment fails?
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Yes. TeamUp typically sends an automated notification to the customer when a payment fails, prompting them to update their payment details or take action.
Can I waive or write off a failed payment?
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Yes. If appropriate, you can manually adjust the invoice, mark it as paid, or write it off from your dashboard, depending on your internal policies.