What happens when a membership payment fails, and what do I do?

A card can fail for many reasons: expired, replaced by the bank, not enough funds. NinjaHQ marks the membership, tells the family, and keeps the money trail in the history.

Before you begin

• Front desk staff, managers and owners can see failed payments and send reminders.

Steps

1. Open Memberships. The Payment failed box at the top shows how many. Press it, or choose the Payment failed filter.
2. Press the member's name. The page shows a Payment failed box and, in the facts, the date and reason.
3. Press Email a reminder to update the card to send them a link to update it. Confirm the question.
4. The member can also sign in to My account and press Update card & see payments, which opens Stripe's billing portal.
5. When Stripe takes the payment, the status goes back to Active by itself. You can press Refresh under Re-read from Stripe if it looks out of date.

If you cannot reach them, you can end it from Cancel.

What you'll see

• Their status shows Payment failed and the line "The last payment failed: please update your card."
• Failed payments sort to the top of the list.
• The page History lists each failed attempt with the reason.

Troubleshooting

The member says they updated the card but it still shows Payment failed. Stripe has to retry the charge. Press Refresh, or wait for the next retry.

I do not see the reminder button. It shows for memberships billed by card. Memberships kept by hand are not charged online.