📝 Overview
Failed payments are payments that have exhausted their automatic retry attempts (for Stripe) or were not retried automatically (for GoCardless and non-recurring payments). These payments are no longer being collected by the system and need to be resolved manually.
You can find all failed payments by heading to To-Dos ➜ Failed Payments or Billing/Revenue ➜ Failed. These payments require your attention to keep your billing up to date.
💡 If you are looking for payments that are still being retried automatically, these appear under To-Dos ➜ Open Invoices instead. For more information on retrying payments, see the guide on resolving retrying payments here.
⚙️ Available Actions
From the failed payments view, you can take several actions to resolve each payment. The table below outlines the available options.
Void | Voiding an invoice will skip the payment. Please note that voided invoices can no longer be paid. |
Retry | This option will allow you to manually retry the payment. |
Change the membership's payment method | Select this option to change the customer's payment method on their membership. |
Cancel membership | Select this option if you wish to cancel the customer's membership entirely. When you cancel the membership, you will also be able to choose if you want to cancel the customer's pending payment/s. |
💡 You may also see non-recurring payments listed here, such as failed single class purchases, day passes, or pack purchases. These payments do not go through a retry cycle. If the payment failed at checkout, the purchase was not completed and no product was delivered to the customer. You can void these entries, or contact the customer to arrange a new purchase.
📋 Additional Information
For a more detailed breakdown of what happens when a payment fails, including how it differs by payment method, see the guide here.
⚠️ TeamUp cannot enforce any contractual obligations a customer may have agreed to when purchasing a membership with a minimum commitment length.
If you have a customer who has decided not to make payment for services you have provided and you choose to enforce this contract to collect unpaid amounts, we recommend you obtain legal advice on how to do so.
Any information that may be helpful should be accessible on your dashboard and in the customer’s profile, including:
Start date of the membership the customer purchased
Date they are allowed to cancel their membership
Signed waivers and policies
❓Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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What is the difference between a failed payment and a pending offline payment?
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Failed payments are online payments that could not be processed, such as a declined card.
Pending offline payments are payments made outside of the platform (for example, cash) that are awaiting manual confirmation. Pending offline payments appear separately under To-Dos ➡ Offline Payments.
Can I retry a failed payment?
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Yes. You can manually retry a failed payment by selecting Actions ➜ Retry from the failed payments list.
What happens if I void an invoice?
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Voiding an invoice skips the payment. Once an invoice is voided, it can no longer be paid.
Where can I learn more about what happens when a payment fails?
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For a detailed guide covering how failed payments work across different payment methods, including Stripe, GoCardless, and offline payments, see the What happens when a customer’s payment fails? guide here.
Why is a non-recurring payment listed under Failed Payments?
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Non-recurring payments, such as single class purchases, day passes, and pack purchases, do not go through a retry cycle. If the payment failed at checkout, the purchase was not completed. These entries can be safely voided. If the customer would like to complete the purchase, they will need to go through checkout again.
What is the difference between Failed Payments and Open Invoices?
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Failed Payments (found under To-Dos ➜ Failed Payments) are payments where retries have been exhausted or where the payment type does not support automatic retries. These need to be resolved manually.
Open Invoices (found under To-Dos ➜ Open Invoices) are payments that are still being actively retried by the system. In most cases, no immediate action is required while a payment is in this state.
A payment shows as failed in my dashboard but was successful in Stripe. What should I do?
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In rare cases, a payment may show as successful in Stripe but appear as failed in your dashboard due to a temporary sync issue. If you notice this, contact our support team through the chat widget on your dashboard. Please include the Stripe charge ID or payment intent ID so the team can investigate and reconcile the payment.