Payment failed
If the 'Needs attention' status is followed by 'Payment failed', this means that a payment has failed and therefore, the membership has now moved to 'Needs attention'.
For the 'Payment failed' to appear this means that the payment for this membership has failed. This failed payment will be due to:
- Insufficient funds - the customer doesn't have enough money in their bank account so the payment cannot be taken.
- Unauthorised - we have been informed by the bank that the transaction was unauthorised. To find out more information on this, the customer will need to contact their bank as they will be able to assist here.
A notification email is sent to the customer any time the payment fails to inform them that there has been an issue.
When the 'Payment failed' appears the next steps you could take are to:
- 'Retry payment'- to do this select the thee dots > 'Retry payment' >message appears (second screenshot) > 'Retry payment' > this will then try to take the payment again. The billing date will be incremented to the next month and the membership will remain in 'Needs attention' status until the payment is successful. This could take up to 3 working days! If successful the status will update to 'Active' with 'No action required'. If the payment failed again it will remain in the same status and the billing date will revert back to the original billing date as the payment has not yet been paid.
- 'Record payment'- to do this select the three dots > 'Record payment' > select the payment method > 'Record £___'.
- 'Cancel' - to do this select the three dots > 'Cancel' > 'Yes, cancel membership'. Then you can create a new membership for this client.