> ## Documentation Index
> Fetch the complete documentation index at: https://help.coachiq.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed Payments

> Recover failed subscription and one-time payments to prevent revenue loss and maintain client access

<Info>
  **Where to find this**: Payments → Transactions or Subscriptions → Filter by Past Due
</Info>

## Why payments fail

Common reasons for payment failures:

**Card issues:**

* Expired card
* Insufficient funds
* Card declined by issuer
* Incorrect card details
* Card reported lost or stolen

**Bank issues:**

* Fraud prevention triggered
* Daily spending limit exceeded
* International transaction blocked
* Bank requires authentication

**Technical issues:**

* Network timeout
* Processing error
* Stripe API issue

<Note>
  Most failures are card-related and resolve when client updates payment method.
</Note>

## How failed payments appear

<Tabs>
  <Tab title="Subscription payments">
    **Subscriptions page shows Past Due status**

    When subscription payment fails:

    * Status changes to "Past Due" (red)
    * Last attempted payment shows as failed
    * Next retry date displayed
    * Client may retain access during retry period

    <Frame>
      <img src="https://mintcdn.com/coachiq/TSZ5ijUK6322Z51F/images/past-due-sub.png?fit=max&auto=format&n=TSZ5ijUK6322Z51F&q=85&s=3f643d4e0cc52c8051264fa216b26382" alt="CoachIQ subscription with Past Due status after failed payment" width="2520" height="938" data-path="images/past-due-sub.png" />
    </Frame>
  </Tab>

  <Tab title="One-time payments">
    **Transactions page shows Failed status**

    When one-time payment fails:

    * Transaction appears with "Failed" status
    * No automatic retries for one-time payments
    * Client didn't receive product or credits
    * No access granted
  </Tab>
</Tabs>

## Stripe's automatic retry schedule

**Subscription payments only** - Stripe retries automatically:

1. **3 days** after initial failure
2. **5 days** after first retry
3. **7 days** after second retry
4. **10 days** after third retry

**Total retry window:** Approximately 25 days

**If all retries fail:** Subscription automatically cancels

<Warning>
  Don't wait for automatic retries. Contact client immediately when payment fails to speed recovery.
</Warning>

## Recovering failed subscription payments

<Steps>
  <Step title="Identify Past Due subscriptions">
    Go to **Payments → Subscriptions** and filter by **Past Due** status.

    <Frame>
      <img src="https://mintcdn.com/coachiq/TSZ5ijUK6322Z51F/images/past-due-sub.png?fit=max&auto=format&n=TSZ5ijUK6322Z51F&q=85&s=3f643d4e0cc52c8051264fa216b26382" alt="CoachIQ subscriptions page filtered to show Past Due subscriptions" width="2520" height="938" data-path="images/past-due-sub.png" />
    </Frame>
  </Step>

  <Step title="Review failure reason">
    Click subscription to view details in stripe.

    Check Payment History for failure reason:

    * Card declined
    * Insufficient funds
    * Expired card
    * Requires authentication

    Understanding why helps you communicate with client.
  </Step>

  <Step title="Contact client immediately">
    Send message through Inbox or email:

    **Message template:** "Hi \[Name], your recent payment for \[subscription] was declined. To avoid service interruption, please update your payment method here: \[payment update link]"

    <Tip>
      Act fast. The sooner client updates payment, the sooner Stripe retries successfully.
    </Tip>
  </Step>

  <Step title="Send payment page update link">
    From subscription details:

    1. Click \*\*Open \*\*on the subscription under the **Source** column
    2. Scroll to the **Invoice** section
    3. Click the Invoice labeled **Retrying**
    4. Copy the Payment Page link
    5. Send link to client

    <Frame>
      <img src="https://mintcdn.com/coachiq/TSZ5ijUK6322Z51F/images/invoice-stripe.png?fit=max&auto=format&n=TSZ5ijUK6322Z51F&q=85&s=030c61bf3b7ab2c229a6137da2392961" alt="Stripe invoice details showing retrying status for failed payment" width="2090" height="668" data-path="images/invoice-stripe.png" />
    </Frame>

    <Frame>
      <img src="https://mintcdn.com/coachiq/TSZ5ijUK6322Z51F/images/payment-page-link.png?fit=max&auto=format&n=TSZ5ijUK6322Z51F&q=85&s=33ca2606c4840ab419a2c6c67117629d" alt="Stripe payment page link to send to client for updating payment method" width="1682" height="782" data-path="images/payment-page-link.png" />
    </Frame>
  </Step>

  <Step title="Client updates card">
    Client clicks link, enters new payment details and checks out.
  </Step>

  <Step title="Monitor retry success">
    Check subscription status:

    * **Active** = Retry succeeded, subscription recovered
    * **Past Due** = Still failing, follow up again
    * **Canceled** = All retries failed, subscription lost

    <Check>
      **Payment recovered.** Subscription returns to Active status. Credits renew. Service continues.
    </Check>
  </Step>
</Steps>

## Recovering failed one-time payments

One-time payments don't retry automatically. You must manually recover them.

<Steps>
  <Step title="Find failed transaction">
    Go to **Payments → Transactions** and filter by **Failed** status.
  </Step>

  <Step title="Contact client">
    **Message template:** "Hi \[Name], your payment for \[product] didn't process successfully. You can complete your purchase here: \[new payment link]"
  </Step>

  <Step title="Provide new payment link">
    **Option 1: Resend product link**

    * If client has product URL, they can try purchasing again
    * Client re-enters payment details

    **Option 2: Manual payment (not recommended)**

    * Client pays via alternative method (Venmo, check, etc.)
    * You manually record transaction
    * Manually grant access/credits

    <Tip>
      Option 1 is simplest. Just send the original booking or product purchase link again.
    </Tip>
  </Step>

  <Step title="Verify payment success">
    After client attempts payment again, check Transactions page for successful charge.

    If successful: Grant access, issue credits, confirm with client.
  </Step>
</Steps>

## What clients see when payment fails

**Subscription failure:**

* May receive email from Stripe about failed payment
* May receive notification from you
* Usually retain access during retry period
* Risk losing access if not resolved

**One-time payment failure:**

* Transaction doesn't complete
* No confirmation email
* No access to product/credits
* Must attempt payment again

<Info>
  Client experience varies based on your notification settings. Configure Stripe email notifications in Stripe Dashboard.
</Info>

## Communication best practices

**When payment fails:**

✅ **Do:**

* Contact immediately (within 24 hours)
* Be helpful and non-judgmental
* Provide clear next steps
* Include payment update link
* Offer assistance if needed

❌ **Don't:**

* Wait for automatic retries
* Shame or blame client
* Threaten immediate cancellation
* Use aggressive language
* Send multiple messages in one day

**Sample messages:**

**Professional and helpful:** "Hi \[Name]! Just a heads up - your payment for \[subscription] didn't go through. This happens sometimes with expired cards or fraud protection. You can update your payment method here: \[link]. Let me know if you need any help!"

**Too aggressive:** "Your payment FAILED. Update your card immediately or your account will be canceled."

<Tip>
  Most payment failures are accidental, not intentional. Keep tone friendly and assume client wants to resolve it.
</Tip>

## Preventing payment failures

**Proactive strategies:**

<AccordionGroup>
  <Accordion title="Monitor card expirations">
    Check upcoming expirations in Stripe Dashboard.

    **Action:** Contact clients 30 days before card expires with payment update link.

    Result: Prevent failures before they happen.
  </Accordion>

  <Accordion title="Send payment reminders">
    **For subscriptions:** Remind clients 3-5 days before billing date.

    **Message:** "Your \[subscription] renews on \[date] for \$\[amount]. Your card ending in \[last 4] will be charged. Need to update payment info? \[link]"

    Result: Gives clients heads-up and chance to update card if needed.
  </Accordion>

  <Accordion title="Require backup payment method">
    **Advanced:** Some coaches require two cards on file.

    If primary fails, Stripe automatically tries backup card.

    **Setup:** Configure in Stripe Dashboard (requires technical setup).
  </Accordion>
</AccordionGroup>

## When payment recovery fails

If client doesn't respond or can't/won't update payment:

**Subscriptions:**

* Stripe exhausts retries (25 days)
* Subscription automatically cancels
* Client loses access and credits
* Must resubscribe to resume service

**One-time payments:**

* Transaction remains failed
* No product or credits issued
* Client must attempt purchase again
* Can write off as lost sale

<Note>
  Document failed recovery attempts for your records. Some coaches have policies about re-allowing clients who frequently fail payments.
</Note>

## Troubleshooting specific failure reasons

<AccordionGroup>
  <Accordion title="Card declined - Generic">
    **Reason:** Bank declined without specific reason

    **Solution:**

    * Ask client to contact their bank
    * Bank can provide specific reason
    * Client may need to authorize charge
    * Try different card
  </Accordion>

  <Accordion title="Insufficient funds">
    **Reason:** Not enough money in account

    **Solution:**

    * Wait for client to add funds
    * Offer payment plan if appropriate
    * Next retry may succeed when funds available
  </Accordion>

  <Accordion title="Expired card">
    **Reason:** Card past expiration date

    **Solution:**

    * Send payment update link
    * Client enters new card with current expiration
    * Usually quick resolution
  </Accordion>

  <Accordion title="Card reported lost or stolen">
    **Reason:** Card flagged by issuer

    **Solution:**

    * Client must use completely different card
    * Old card won't work even after "update"
    * Client needs to contact bank for replacement
  </Accordion>
</AccordionGroup>

## Next steps

1. [Issue refunds](/payments/issuing-refunds) - Process refunds for recovered payments if needed
2. [Manage subscriptions](/payments/managing-subscriptions) - Handle subscription modifications
3. [View transactions](/payments/transactions) - Monitor all payment activity

## Related articles

* [Managing Subscriptions](/payments/managing-subscriptions)
* [Subscriptions Dashboard](/payments/subscriptions-dashboard)
* [Issuing Refunds](/payments/issuing-refunds)
* [Transactions Dashboard](/payments/transactions-dashboard)