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:

➡️ Navigate to the registrant's detail page and scroll down to the Payment section

➡️ Click on the three dots beside the Failed payment installment

➡️ You can send one email notice every 24 hours to remind the registrant to retry their payment

➡️ 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.

➡️ Go to User Settings by clicking the profile icon in the top-right corner of the website

➡️ Navigate to Payment Method to confirm the card on file is up to date

➡️ 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.