Playbook: Handling Failed Payments
When a gym's subscription payment fails, the following automated and manual processes should be followed.
What Happens Automatically
- Stripe retries — Stripe attempts the charge 3 times over ~7 days
- Payment Failed Notice — The platform automation sends an email to the gym owner on first failure
- Subscription status — Stripe marks the subscription as "past_due" after retries exhaust
Manual Follow-Up Timeline
| Day | Action |
|---|---|
| Day 1 | Automation email sent. No manual action needed unless the gym contacts you. |
| Day 3 | If no response to the automated email, send a personal email or call. |
| Day 7 | If Stripe retries have failed, contact the gym directly. Offer to help update their payment method. |
| Day 14 | Send a final warning that their account may be set to Inactive if payment is not resolved. |
| Day 30 | If no resolution, set the gym to Inactive status. This triggers the "Gym Set Inactive Notice" automation. |
Common Causes of Failed Payments
- Expired card — Ask the gym to update their payment method in their billing settings
- Insufficient funds — Suggest a different payment date or method
- Card declined — May indicate a fraud block; suggest contacting their bank
- Stripe configuration issue — Check the Stripe dashboard for detailed error codes
Resolving the Issue
- Help the gym update their payment method
- Once updated, trigger a manual charge attempt from Stripe (or wait for the next retry)
- Verify the payment succeeds
- If the gym was set to Inactive, reactivate their account
- Add internal notes documenting the resolution