Sometimes a payment doesn’t go through. That’s a normal part of billing and usually quick to resolve once you know where to look.
Failed payments can happen for a range of reasons, including:
- Insufficient funds
- Expired or damaged cards
- Incorrect payment details
- Bank declines or security blocks
GymMaster shows the exact failure reason returned by your billing provider, so you can see what’s happening behind the scenes. To understand error / decline code listed by your billing provider, see Billing Provider Error / Decline Codes.
Identify Failed Payments
All Member Failed Billing
To find members with failed payments or overdue balances, use:
Reports > Debt Collection Report. This report gives you a clear view of:
- Overdue accounts
- Outstanding balances
- Member contact details
Individual Member Billing
Go to the member’s Accounts and Billing tab and scroll to Account History.
- Failed payments are marked with a red exclamation icon
- Click a payment to expand it and view details
- You’ll see the failure reason, and sometimes an error or decline code from your billing provider
Some messages can be brief. If needed, a quick search of the message or code can help clarify what it means.
Pending Review
If billing continues to fail over several attempts, GymMaster will move the member to Pending Review. By default, this happens after 4 missed payments.
When this happens:
- Automatic billing is paused
- The account needs a quick check from your team
Automate Response to Failed Payment
Stay on top of failed billing automatically, by defining what happens in the system when your members haven't paid their fees.
Begin by going to Settings > Advanced Configuration. From here you can set:
Billing Rules
- Billing > Billing Retry Interval - Automatically retry failed payments after a set time
- Billing > Billing Fail Limit - Choose how many failed attempts before moving a member to Pending Review
- Billing > Collect Historic Debts - Continue collecting outstanding balances for up to six months after membership expiry
Access Rules
Control access for members with unpaid balances through your door and reader settings.
- Doors & Readers > Stop After Owe Time - How long a member can continue accessing the club while overdue
- Doors & Readers > Stop After Owe Amount - The maximum unpaid amount allowed before access and bookings are restricted
Communication
GymMaster can automatically send emails when billing fails. These can be customised within Setting > Templates to suit your club’s tone and process, and automated using Settings > Tasks.
Get Things Back on Track
- Contact the member to confirm their payment details are correct and active
- Check there are sufficient funds and no bank blocks in place
- Review any error or decline codes for more detail
- Reach out to your billing provider if needed
- Contact GymMaster Support if the issue remains unresolved
Further Questions?
Here's the answer to some of our common questions around failed billing;
Which report shows failed billing by members?
View the Reports & Till > Debt Collection Report.How do I find out what a specific error or declined payment code means?
Check our list of Billing Provider Error Codes for each billing provider.
If the code isn’t listed, search online or contact your billing provider directly.Why was a member able to access the gym after a failed payment?
Billing processing times may vary. There can be a delay between when a transaction is sent for processing and when GymMaster receives confirmation.
Recurring billing transactions may take up to five working days to be fully processed.- Can staff or members be automatically notified when a billing payment fails?
Yes. Use the pre-created Task Automation task Failed Integrated Billing Payment.
Assign a performer if required and configure the email template.
You can choose to notify the member, the staff performer, or enable auto-send for both.
Common Questions this Covers
Why is a member not billing
Why has a members billing stopped
Why is a members billing not working
Why did member billing not go through