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What happens when a membership is unpaid?
What happens when a membership is unpaid?

Reconcile unsuccessful and failed membership payments

Chris avatar
Written by Chris
Updated over a week ago

If you are handling membership payments outside of Stripe, click here!


What Happens When Membership Payments that are Paid with Stripe Fail

If a membership payment fails in Stripe, here is the response from Punchpass:

  1. Punchpass notifies the customer via email that the payment has failed. This email contains a button for the customer to update their payment method.

  2. Punchpass notifies you via email that the payment failed.

  3. The membership pass is suspended and marked as payment failed, so the current membership pass can no longer be used to book or attend classes.

Managing the unpaid membership passes

The Memberships Report includes tabs for all Active, Future, Canceled, Finished, and Paused Memberships.

The report will highlight any memberships with unpaid passes:

When you click on the unpaid membership, you'll land on the Membership Details page. Here, you will see the option to pause the membership, cancel the membership, and a credit card update link that you can copy and send to your customer to collect payment.

Additionally on the Membership Details page, you can scroll down to click on the unpaid pass. This opens the Pass Details page.

Collecting Payment for Unpaid Membership Passes

From the Pass Details page, you can:

  • Retry the payment. When pressed, Stripe will attempt to collect payment with the existing payment method.

  • Email the customer the invoice. This opens an email for you to customize and send.

  • Mark the pass paid by another source.


Review Invoice Payments in the Memberships Report

Punchpass provides a Memberships Report (link) that you can use to keep track of your customers' current recurring memberships.

Regardless of how you collect payment for your memberships, it's very important to review this report regularly to be sure payments are coming in for your customers' memberships!


Frequently Asked Questions

What happens when a customer updates their card?

If a customer updates their credit card information, Punchpass will attempt to pay their last invoice if it's unpaid and will alert the company admin of the result.

This saves the client from having to remember to check later.  

Note: Punchpass will only try the LAST invoice if it is unpaid... Punchpass won't retry payment for previous invoices.

What about OLD unpaid passes on the membership?

If the customer's credit card information has been updated, OLD unpaid passes can be paid via Stripe.

Are you seeing the message that payment for a pass has failed? Press the "Retry Paying Invoice" button to attempt payment.

If you invoice a customer by email for a pass that has failed in Stripe, and they pay, you'll need to press the "Retry Paying Invoice" option to update the pass payment status in Punchpass. Stripe will not allow you to invoice someone twice.

This is especially useful in a situation where a customer wants to convert to paying via credit card, but after the membership has started.  Now the membership can be converted to pay via CC, and then the previous unpaid pass can be invoiced too. 

What happens if the payment fails for the first pass of a membership that was scheduled to start in the future?

Punchpass will send you an email notification that the membership payment was unsuccessful with the customer's name and membership information. The membership pass will be marked as "Payment Failed" and the membership suspended.

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