Sometimes member billing doesn’t go through — and that’s okay. It happens, and there are a few common reasons why. Here’s what you need to know about failed billing, where to find the details, and what to do next.
Why Does Billing Fail?
Failed billing can happen for a variety of reasons — anything from insufficient funds, to an expired card, to the bank rejecting the transaction for security reasons.
We display the failure reason that comes back to us from your billing provider so you can see exactly what was reported.
Where Do I See the Failure Reason?
You can find the fail reasons on the member’s account here:
Go to the member’s Accounts and Billing tab.
Look under Account History — you’ll see the failed transaction(s) listed.
Click to expand a failed payment, and you may see additional details about the failure displayed on the right side of the screen.
Sometimes the message from the billing provider is very brief. If you’re unsure what it means, it can be helpful to copy the failure reason and do a quick Google search — that often gives you more context or advice on what it means and how to resolve it.
What Happens After Multiple Failures?
If billing keeps failing over multiple attempts, the member will eventually be set to Pending Review.
At that point:
Automatic billing is paused for the member.
Staff intervention is usually required — you’ll want to check their billing details, speak with the member if needed, and resolve whatever is causing the failure before re-enabling billing.