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Must know
  • A declined charge is retried on later daily runs, and the badge shows how many attempts have been made. If you set a grace period (Settings > Financials > Payment Schedule), it is retried daily through the grace window instead.
  • Failed is not the end. The charge is tried again automatically when its next cycle comes due.
  • Retry now charges the outstanding amount to the saved card or bank account right away, or clears the failure and resumes billing when nothing is owed.
  • When a charge fails for good, the pass moves to Expired and the membership to Lapsed (both come back once billing recovers, see below). Program enrollments stay active.
The retry cycle. The daily run (8:00 AM Eastern time) charges each family that is due. A declined payment is tried again on a later daily run. After the last decline the charge becomes Failed. With a grace period set there is no fixed try limit: the run retries through the window, counted from the unpaid invoice’s due date, and a membership stays active until the window closes. The Recurring Billing page shows where each charge stands: The Failed/Retry Charges tile counts the first two. You can also filter by Status or Failed attempts. When it fails for good. The run closes that billing period as unpaid. Its invoice stays payable, showing Retrying while the run is still working it and Failed once it stops (see What do the invoice statuses mean?).
  • Passes move to Expired and memberships to Lapsed.
  • Punch cards are not suspended. Punches already paid for stay usable.
  • Program enrollments are not paused. The athlete’s spot stays Active and billing continues with the next cycle.
Cycles that pass while a charge sits in Failed are forgiven, not billed as catch-up. Who is told. Club admins get one email alert the first time a charge goes Failed (programs included), not for later failures. Families are told each time a payment is declined, and their portal shows a red Payment declined banner with the next attempt date, when access pauses, and the amount owed, plus Update card and Pay now. For a blocked, expired or invalid card, they are told to add a different payment method. With no usable payment method, an invoice is still sent and the retry clock starts from it. Problems on your side. If the processor rejects a request because of your club’s payment setup, it is not a decline: the family is not told their card failed, and it does not count as a failed attempt.

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Getting a charge back on track

If a family removes the declined card and adds a new one, the next cycle is charged to their default saved card without staff action. Adding a card alone does not clear the Failed badge, collect the closed period, or lift a suspension. To recover sooner, use Retry now. It is on any active or failed charge with at least one failed attempt, and needs the Edit Financials permission.
1

Open Retry now

On the Recurring Billing page or the charge’s page, open the charge’s menu and choose Retry now.
2

Confirm

If periods are unpaid and a saved card or bank account can take them, click Charge now to charge every outstanding period immediately. If nothing is unpaid, click Clear and resume to clear the failure, resume billing on the date shown, and restore a suspended pass or membership.
With no usable payment method the button is disabled and Take payment opens the invoice. When access comes back. A suspended pass or membership returns at once when the recurring auto-charge succeeds, or when you choose Clear and resume in Retry now, or use Resume or Set Active. All hold back while another period is still owed. A Charge now payment settles the unpaid invoices but does not lift the suspension by itself: once it settles, open Retry now again and choose Clear and resume. Payment plan installments are retried the same way, on later daily runs (8:00 AM Eastern); see How do I manage an invoice that’s on a payment plan?. Related: How do I pause, resume, or cancel a recurring charge? · What are stored cards, and who manages them? · What happens when a membership payment fails? · How do I set my club’s monthly billing day and grace period?