Failed payments - Re-enrolment
Failed Re-enrolment Payments How re-enrolment payments work
When you confirm a re-enrolment, you set an auto-charge date. On that date, from 06:00, each customer's original payment method is charged automatically. The auto-charge date must be at least 5 days in the future.
Re-enrolment payments are only attempted once. If a payment fails, it does not retry automatically. It stays failed until the customer updates their payment method.
How attendees appear
| Stage | How the attendee appears |
|---|---|
| Before auto-charge | Unpaid (registers, bookings page, customer view) |
| After auto-charge (failed) | Failed Payment (visible everywhere, plus the Failed payments section) |
| After auto-charge (success) | Paid and confirmed (no status shown) |
What customers receive
| When | |
|---|---|
| Re-enrol booking confirmation | Straight after you confirm the re-enrolment. Includes the auto-charge date and a link to opt out. |
| Auto-charge reminder | 24 hours before the payment date, with a link to cancel if needed. |
| Failed payment email | Straight after a failed payment, asking them to update their payment method. |
Finding failed payments
- Go to Finance.
- Look for the Failed payments section.
If you don't see this section, there are no failed payments to deal with.
What to do when a payment fails
- Give the customer a short window to act. They get an automatic email as soon as the payment fails, and many will update their card straight away.
- If they didn't receive the email, or ask for it again, resend it:
- Go to Finance > Failed payments
- Click the three dots next to the failed payment
- Select Update payment method
- If the customer still hasn't paid, contact them directly. Their attendee stays on the register with a Failed Payment status until the payment is resolved or you remove them.
Customers who opt out
Customers can opt out before the auto-charge date using the link in their confirmation or reminder email. When they do:
- Their auto-charge is cancelled, so no payment is attempted
- Their attendee is removed from the register
- You get an email notification
An opt-out is not a failed payment, so you don't need to chase it.
Why do payments fail?
Most failures are due to insufficient funds or an expired card. If a customer is sure they have funds and their card is in date, they should check with their bank or card provider, as the payment may have been blocked.