What happens when an autopay charge fails
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The written steps below already work. Come back to watch it.
What happens when an autopay charge fails. A step-by-step walkthrough of the screens, buttons and fields involved.
The steps, written out
- A Failed payment is recorded with the reason (for example "Card declined"). Accounts gets a notification, and the customer gets a "payment failed" email with a pay link.
- The system retries automatically 3 days after the first failure, then 5 days later, then 7 days later (four attempts in total). Retries appear as Retry in the payment source.
- After the last failure, Accounts is notified "Autopay retries exhausted" and the invoice is left for manual collection.
Tip
See scheduled retries under Failed-payment retries on Collections & credit and failures under Failed payments on the Billing overview. To fix it: ask the customer for a new card (Manage cards), or record the payment by hand.