What to Do if a Payment Plan Fails

Payment Plans let participants split a large registration fee into smaller installments. Our system automatically emails registrants three days before each payment with the amount due and a link to update their card if needed. Even with reminders, some payments may still fail.

🔎 How to Know When a Payment Plan Fails

On your Programs page, you can quickly see how many payment plans have failed for a specific program. Each program will show a ⚠️ beside the amount collected:

❌ What Happens When a Payment Plan Fails

When a payment plan fails, the registrant will receive an email notifying them and providing a reason (insufficient funds, a stolen card, an inactive account). The email includes a link to update their payment method and retry the payment. 

🛠 What You Can Do as an Admin

You can either send an email reminder to the registrant or choose to not collect the missed payment. For either option:

1. Navigate to the registrant's detail page and scroll down to the Payment section
2. Click on the three dots beside the Failed payment installment
3. You can send one email notice every 24 hours to remind the registrant to retry their payment
4. If you collected the payment offline or come to another agreement, select Do Not Collect

👤 How to Help a Registrant Fix a Failed Payment

Registrants can always navigate to their User Settings to update their payment method and retry a failed payment.

1. Go to their User Settings page by clicking the profile icon in the top-right corner of the website
   1. The website address is www.yourdomain/user/settings
2. Navigate to Payment Method to confirm the card on file is up to date
3. Go to Registrants and click the ↻ retry icon to process the payment amount

✅ Preventing Failed Payments

The more payment installments you have, the more likely a payment plan will fail. We recommend having 2-3 payment plan installments for most scenarios.