Summary

This article shows admins and staff what to do when a membership payment fails. A card can fail because it is expired, declined, or invalid.

Important: A failed payment does not cancel the membership. If payment is not collected, the invoice stays open. The system tries to collect payment again on the next renewal date.

How Payment Retries Work

When a membership payment fails, Gingr tries to collect payment for up to five days. During this time, the membership stays active. Benefits are not removed right away. If payment is still not collected, benefits are removed and the invoice stays open on the owner's account.

1. First Attempt

• The system tries to collect payment at 12 AM on the renewal date.
• If it works, the invoice closes and membership benefits stay active.
• If it fails, the invoice stays open and the system starts the retry attempts.

2. Automatic Retry Attempts

• The system tries up to 5 times over the next 4 calendar days after the first failure.
• If a retry works, the invoice closes and membership benefits stay active.
• If all 5 attempts fail, benefits are removed. The membership stays active for the next renewal attempt.

3. If Payment Is Not Collected

• The invoice stays open in the system.
• Benefits are removed, but the membership is not canceled.
• The system tries to collect payment again on the next renewal cycle.

Failed Payment Communications

Membership Failed Payment Email

• Sent to the pet parent each time a payment attempt fails.
• Asks them to update their payment method.

Membership Failed Payment Notification

• Sent to business users who have this notification turned on.
• Alerts staff to a failed payment so they can act.

Steps

1. Check for the Membership Failed Payment notification. Staff see it only if it is turned on for their user group. The pet parent gets a Membership Failed Payment email for each failed attempt.

2. (Optional) Contact the pet parent. Tell them the payment failed and they may need to update their payment method. They can update their card in their account, or ask the business for help.

3. If the pet parent wants to use a new card, go to the pet parent's profile and select edit.

4. Add a new payment method and set it as the primary card.

5. Try the payment again on the open invoice, or wait for the next scheduled attempt.

6. Watch the next renewal attempt. If the payment is not collected, the membership still tries to charge at the next renewal. If the pet parent has not updated their payment method, another failed attempt happens and the process repeats.

7. (Optional) To cancel the membership, open the pet parent's profile. You must cancel by hand. A failed payment does not cancel a membership.

8. Go to the Memberships section and find the active membership.

   

9. Select the red 'X' Cancel Membership button.

   

10. Confirm the cancellation. This stops future renewal attempts.

    

Important: Canceling a membership stops future auto-renewals. It does not refund past failed payments.

If you cancel the membership after a failed payment, benefits stay inactive and the system makes no more payment attempts.

Related Articles

• Membership Billing & Payments Topic Outline
• Manage Memberships from Owner Profile Topic Outline
• Understanding Membership Emails and Notifications