---
title: Managing Failed Payments
description: Locating, detailing, and fixing failed payments
---
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1. [Fitness GM | Knowledgebase](https://blog.fitnessgm.com/en/fitness-gm-kb2026?hsLang=en)
2. [Billing](https://blog.fitnessgm.com/en/fitness-gm-kb2026/billing?hsLang=en)
3. [Processing Failed Payments](https://blog.fitnessgm.com/en/fitness-gm-kb2026/billing?hsLang=en#processing-failed-payments)
# Managing Failed Payments
## Locating, detailing, and fixing failed payments
### Finding Failed Payments
#### **Quick Steps:**
1. Go to Billing → All Payments
2. Review all failed payments
#### **Information Shown:**
- Member name
- Membership name
- Pay type
- Amount attempted
- Date of failure
#### **Reason for failure:**
- Can be seen within each failed invoice
---
### **Why Payments Fail**
Each failed invoice will show a response code and reason for failure. Some response code examples:
- This transaction has been declined
- The transaction was declined by the card issuer. Potential causes:
- Expired card
- Insufficient funds
- Fraud alert triggered
- The credit card number is invalid
- The transaction was declined by Fitness GM. Potential causes:
- Card cancelled / replaced
- Updated card but didn’t notify
- The configuration with processor is invalid
- Fitness GM is unable to submit the transaction
- The processing information for the account needs to be adjusted
Other reasons why a payment failed:
- Billing address mismatch
- Bank network timeout
- Early batch out time
- Member changed banks
- Bank account was closed
- Member submitted a chargeback
---
### **Fixing Failed Payments**
The system automatically retries failed charges. No manual action is required unless the retries are exhausted.
**Default Retry Schedule**
1. Day 1 – Initial attempt fails
2. Day 3 – First retry
3. Day 7 – Second retry
4. Day 10 – Final retry
#### Once the retries are exhausted, use any of the manual actions below to resolve a failed payment:
**Option 1: Member Updates Card (Recommended)**
1. Member logs in
2. Edits profile
3. Updates/adds new card
4. System retries automatically
**Option 2: Manual Payment**
1. Find billing event
2. Click Charge Manually
3. Choose payment method: CASH or CARD
4. Select Pay Now
→ See [\[Manual Billing Actions\]](https://blog.fitnessgm.com/en/fitness-gm-kb2026/kb/payment-methods-0-0-0?hsLang=en) for steps in more detail
**Option 3: Update Card for Member**
1. Member profile → Edit → Add New Card
2. Enter card details, set as default
3. Manually retry billing event
> Note: Never write down full card numbers
**Option 4: Void Payment**
1. Open member profile
2. Go to Payment History
3. Click the three-dot icon (⋮)
4. Select Void, then confirm Void
> Use for goodwill, billing errors, or special circumstances
###### View and Manage Failed Payments:\[Manage Failed Payments\](/dashboard/billing/payments)
###### View, Void, Manual Charge Overdue Payments:\[Manage Overdue Payments\](dashboard/billing/overdue)
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