Membership payments may fail due to an expired, declined, or invalid card. When this happens, the system follows a structured process to retry payment, notify the pet parent, and allow businesses to take action.

 Important: A failed payment does not automatically cancel the membership. If payment is not collected, the invoice remains open, and the system will attempt to collect payment again on the next renewal date.

When a membership payment fails, Gingr automatically attempts to collect payment for up to five days. During this time, the membership remains active, and benefits are not immediately removed. If payment is not successfully collected, benefits are revoked, and the invoice remains open on the owner's account.

Payment Retry Process

1. First Attempt:

• The system tries to collect payment at 12 AM on the renewal date.
• If successful, the invoice is closed, and membership benefits remain active.
• If payment fails, the invoice remains open, and the system moves to Step 2.

2. Automatic Retry Attempts:

• The system will attempt to collect payment up to 5 times over the next 4 calendar days after the initial failure. 
• If payment is successful during any of these attempts, the invoice is closed, and membership benefits remain active. 
• If all 5 attempts fail, membership benefits are removed, but the membership itself remains active for the next renewal attempt. 

3. What Happens If Payment Is Not Collected?

• The invoice remains open in the system.
• Membership benefits are removed, but the membership itself is not cancelled.
• The system will try to collect payment again on the next renewal cycle.

What To Do When a Payment Fails

1. Check the Failed Payment Notifications

• The business receives a Membership Failed Payment notification (if enabled for the user group).
• The pet parent receives a Membership Failed Payment Email for each failed attempt.

2. Contact the Pet Parent (Optional)

• Let them know their payment has failed, and they may need to update their payment method.
• They can update their card directly through their account or contact the business for assistance.

3. Update the Payment Method (If Needed)

If the pet parent wants to use a new card:

• Go to the pet parent's profile and edit.
• Add a new payment method and set it as the primary card.
• Manually attempt payment on the open invoice or wait for the next scheduled attempt.

4. Monitor the Next Renewal Attempt

• If payment is not collected, the membership will still attempt to charge the next time it renews.
• If the pet parent does not update their payment method before the next renewal, another failed attempt will occur, repeating the process.

5. Cancel the Membership (Optional) 

If the pet parent no longer wants their membership, it must be manually cancelled. A failed payment does not cancel automatically.

To cancel a membership:

• Navigate to the pet parent's profile in the system.
• Go to the Memberships section and locate the active membership.

• Select the red 'X' Cancel Membership button. 
• Confirm the cancellation to prevent future renewal attempts.

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

If the membership is cancelled after a failed payment, benefits remain inactive, and no further payment attempts will be made.

Failed Payment Communications

Membership Failed Payment Email

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

Membership Failed Payment Notification

• • Sent to business users with this notification enabled.
  • Alerts staff to a failed payment so they can take action.

Related Resources

• Memberships Feature Overview
• Set Up New Memberships Process
• Membership Enrollment Topic Outline
• Convert a Recurring Package Subscription to a Membership How-To
• Set Up $0.00 Membership How-To
• Edit Existing Memberships How-To
• Delete or Disable a Membership Type How-To
• Memberships System-Wide Settings Reference
• Membership Billing & Payments Topic Outline
• Track Memberships Revenue Topic Outline
• Manage Memberships from Owner Profile Topic Outline
• Automatic Email and Notifications for Memberships Topic Outline
• Membership Renewal Reference
• Memberships Report Reference
• Membership FAQs