Managing Failed Payments

Finding Failed Payments

Quick Steps:

1. Go to Billing → Overdue
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 Payments and Refunds] 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

⚠️ Security 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