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Subscription Settings - Failed Payment Retries

TABLE OF CONTENTS What is Failed Payment Retry Configuration? Key Benefits of Failed Payment Retry Configuration How to Configure Failed Payment Retries…

3 min read670 words3 explained imagesUpdated Thu, 15 Jan at 2:09 AM
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  1. Key Benefits of Failed Payment Retry Configuration
  2. How to Configure Failed Payment Retries
  3. Example Scenario
  4. Supported Payment Providers
  5. Frequently Asked Questions
  6. Q: Why was my customer not charged for their monthly subscription?A: This usually occurs when the product linked to the subscription is renamed or modified in Payments > Products, which can break the sync with Stripe.
  7. Go to Payments > Subscriptions.
  8. Locate the subscription, click the three dots, and select Update Subscription.
  9. Add the updated product and remove the old one.
  10. Save to restore future billing.
  11. Note: Missed payments are not charged automatically. To collect them, send a manual invoice or a one-time payment link.
  12. Related Articles
  13. Next Steps

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TABLE OF CONTENTS

What is Failed Payment Retry Configuration?

With the latest update, businesses can now configure automatic payment retries in case of a payment failure for subscriptions. This feature allows greater flexibility in managing payment failures and ensures a smoother subscription renewal process.

Key Benefits of Failed Payment Retry Configuration

Configuring failed payment retries provides several advantages:

  • Customizable Retry Attempts– Define up to 3 retries based on business needs, with configurable gaps of 1, 3, 5, or 7 days between each retry.

  • Default Retry Setup– By default, the system is configured to attempt 3 retries with a gap of 1 day each, but this can be modified as needed.

  • Impact on Existing and New Subscriptions– Changes in retry settings will apply to both new and existing subscriptions, ensuring uniformity across all transactions.

  • Subscription Handling on Failure– If all retries fail, users have the option to either keep the subscription in an ‘Unpaid’ state or automatically move it to a ‘Cancelled’ state by selecting a checkbox in the settings.

How to Configure Failed Payment Retries

Configuring payment retries is simple and can be done in a few steps:

  1. Navigate to Subscription Settings– Go toPayments > Settings > Subscriptionin your account.

  2. Define Retry Attempts– Select the number of retries (up to 3) based on your business requirements.

    Step 2 of 6: Define Retry Attempts – Select the number of retries (up to 3) based… What this shows Step 2 of 6: Define Retry Attempts – Select the number of retries (up to 3) based on your business requirements. What this shows Shows what to choose for step 2 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". This screenshot accompanies step 2 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". At this point in the walkthrough you define Retry Attempts – Select the number of retries (up to 3) based on your business requirements. The navigation path used here is Payments > Settings > Subscription. The next step is to set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days). Step 2 of 6Path: Payments > Settings > SubscriptionImage 1 of 3 What to chooseDefine Retry Attempts – Select the number of retries (up to 3) based on your business requirements.
    Buttons and menus referenced Define Retry AttemptsNavigate to Subscription SettingsSet Retry GapsModify Existing ConfigurationsSave Settings
    Next stepSet Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days).
    All 6 steps in this procedure
    1. Navigate to Subscription Settings – Go to Payments > Settings > Subscription in your account.
    2. Define Retry Attempts – Select the number of retries (up to 3) based on your business requirements. this image
    3. Set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days).
    4. Modify Existing Configurations – Any changes to retry settings will be applied to both new and ongoing subscription retries.
    5. Manage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically.
    6. Save Settings – Once configured, save your settings to apply changes immediately.

  3. Set Retry Gaps– Choose the gap duration between retries (1, 3, 5, or 7 days).

    Step 3 of 6: Set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or… What this shows Step 3 of 6: Set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days). What this shows Shows what to choose for step 3 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". This screenshot accompanies step 3 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". At this point in the walkthrough you set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days). The navigation path used here is Payments > Settings > Subscription. The next step is to modify Existing Configurations – Any changes to retry settings will be applied to both new and ongoing subscription retries. Step 3 of 6Path: Payments > Settings > SubscriptionImage 2 of 3 What to chooseSet Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days).
    Buttons and menus referenced Set Retry GapsNavigate to Subscription SettingsDefine Retry AttemptsModify Existing ConfigurationsSave Settings
    Next stepModify Existing Configurations – Any changes to retry settings will be applied to both new and ongoing subscription retries.
    All 6 steps in this procedure
    1. Navigate to Subscription Settings – Go to Payments > Settings > Subscription in your account.
    2. Define Retry Attempts – Select the number of retries (up to 3) based on your business requirements.
    3. Set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days). this image
    4. Modify Existing Configurations – Any changes to retry settings will be applied to both new and ongoing subscription retries.
    5. Manage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically.
    6. Save Settings – Once configured, save your settings to apply changes immediately.

  4. Modify Existing Configurations– Any changes to retry settings will be applied to both new and ongoing subscription retries.

  5. Manage Subscription Status on Final Failure– Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically.

    Step 5 of 6: Manage Subscription Status on Final Failure – Enable or disable the… What this shows Step 5 of 6: Manage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically. What this shows Shows what this covers for step 5 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". This screenshot accompanies step 5 of 6 in the "How to Configure Failed Payment Retries" section of "Subscription Settings - Failed Payment Retries". At this point in the walkthrough you manage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically. The navigation path used here is Payments > Settings > Subscription. The next step is to save Settings – Once configured, save your settings to apply changes immediately. Step 5 of 6Path: Payments > Settings > SubscriptionImage 3 of 3 What this coversManage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically.
    Buttons and menus referenced Navigate to Subscription SettingsDefine Retry AttemptsSet Retry GapsModify Existing ConfigurationsSave Settings
    Next stepSave Settings – Once configured, save your settings to apply changes immediately.
    All 6 steps in this procedure
    1. Navigate to Subscription Settings – Go to Payments > Settings > Subscription in your account.
    2. Define Retry Attempts – Select the number of retries (up to 3) based on your business requirements.
    3. Set Retry Gaps – Choose the gap duration between retries (1, 3, 5, or 7 days).
    4. Modify Existing Configurations – Any changes to retry settings will be applied to both new and ongoing subscription retries.
    5. Manage Subscription Status on Final Failure – Enable or disable the option to move failed subscriptions to the ‘Cancelled’ state automatically. this image
    6. Save Settings – Once configured, save your settings to apply changes immediately.

  6. Save Settings– Once configured, save your settings to apply changes immediately.

Example Scenario

If a subscription is set to ‘3 retries with a gap of 3 days for each retry’ and one retry has already been attempted, but before the second retry, the settings are updated to ‘2 retries with a gap of 3 and 5 days respectively,’ then:

  • The second retry will occur after 5 days instead of 3.

  • No third retry will take place.

Supported Payment Providers

This feature is available for the following payment providers:

  • NMI

  • Authorize.net

  • Square

Frequently Asked Questions

Q: How many retries can I configure for a failed payment?
A: You can configure up to 3 retries, with gaps of 1, 3, 5, or 7 days between each retry.

Q: Will changes in retry settings apply to existing subscriptions?
A: Yes, changes will be applied to both new and ongoing subscriptions, including those already in the retry process.

Q: What happens if all retries fail?
A: You can choose to either keep the subscription in the ‘Unpaid’ state or automatically move it to the ‘Cancelled’ state by selecting the appropriate option in settings.

Q: Where can I configure failed payment retries?
A: Navigate toPayments > Settings > Subscriptionto access the retry configuration options.

Q: Which payment providers support this feature?
A: Currently, this feature is supported by NMI, Authorize.net, and Square.

Q: Why was my customer not charged for their monthly subscription?A: This usually occurs when the product linked to the subscription is renamed or modified in Payments > Products, which can break the sync with Stripe.

  • Go to Payments > Subscriptions.

  • Locate the subscription, click the three dots, and select Update Subscription.

  • Add the updated product and remove the old one.

  • Save to restore future billing.

Note: Missed payments are not charged automatically. To collect them, send a manual invoice or a one-time payment link.

Next Steps

Ensure your failed payment retries are configured correctly to maintain seamless subscription payments. Navigate toPayments > Settings > Subscriptionand customize the retry settings based on your business needs today!

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