Addressing payment failures

Dealing with payment failures can be frustrating for members. To help resolve the issue, they can follow these steps:

1. Make sure card details are correctly entered.
2. Check if the card has been canceled or has expired.
3. Verify there are no holds or limits on the card with the issuing financial institution.
4. Try clearing the browser cache or using an incognito window.

In cases where the failed payment is part of an installment plan, our system will handle it differently based on the payment purpose or type.

Invoice installment payment failure

If payment fails, no further attempts will be made.

Resolutions:

1. Update card information to trigger the system to re-attempt processing.
2. An admin can cancel the invoice and create a new one for the remaining balance.

Registration installment payment failure

Payment processing will be re-attempted three times.

1. If the failure is due to the card being explicitly blocked, further processing attempts will be halted.
   1. Resolution:
      1. The cardholder can enter the card information as a new payment method.
      2. Make an immediate payment or have an admin reset installment dates to reset payment attempts and future installments.
2. If the failure is due to insufficient funds, processing attempts will stop until the next installment date.
   1. Resolution:
      1. An admin needs to reset the failed installment’s date for processing.