How do I find and fix cards that expired or were replaced?

Customers > Cards to update lists saved cards that expired, expire within 30 days or were replaced by the bank. Press Email a secure link to get the new card.

Where: Customers > Cards to update

Who can do this: Owners, Managers, Front desk staff

Cards expire and banks reissue them. This page catches them before the next payment fails.

Before you begin

Everyone with back-office access can view it. The Turn the emails on/off button is for owners.
A card appears for memberships and for cards on file.

Steps

Open Cards to update.
Read each row: Customer (linked to their record), Card (brand, last four digits and expiry), and Status: Expired, Expires in N days, or Replaced by the bank.
Press Email a secure link, then confirm. The customer gets a friendly note and a link to Stripe's secure card form.
If the row says No email: ask at the desk, ask for the new card in person. It also shows at Front desk > Check-in on their name, with an Email a secure link option.

Owner emails

At the bottom, Emails to owners shows whether owners get an email when a saved card is about to expire, has expired or was replaced. Owners press Turn the emails off or Turn the emails on.

What you'll see

For a membership, the new card becomes the subscription's card and the customer's default.
For a card on file, the old replaced or expired cards are retired.
When nothing needs attention, the page says "Every saved card is up to date."

Troubleshooting

The list is empty but a member's payment failed. A failure with a different reason (such as not enough funds) is handled under Memberships > Payment failed instead.

The customer says the link did not work. The link is good for 14 days. Send a new one.

Questions

Why is a card I expected not listed?

Many cards update themselves. Visa, Mastercard, American Express and Discover often pass new numbers to Stripe, and NinjaHQ checks every card with Stripe each night. The list shows only cards that still need the customer.

How long is the link good?

14 days.

Do owners get emails about cards?

Yes by default, one per card or one summary when there are more than three. An owner can turn them off at the bottom of the page.