Manage failed payments in Stripe
In your Stripe Account, you can customize how potential failed payments are handled when processed in Stripe:- Customize Stripe’s Retry schedule if a payment failure occurs
- Create Customer emails to send when a card payment fails
- Adjust the Subscription status to determine the action that will occur if all retries for a payment fail
Stripe’s smart retries
Stripe uses machine learning algorithms that train on data collected across the Stripe network to optimize retry timing. This means that amount of time between payment retries changes each time based upon Stripe’s machine learning algorithms. If you would like to disable this feature and set up your custom retry schedule, learn more in the section below. Check out Stripe’s documentation on Smart Retries.Use custom retry schedule
Select Use custom retry schedule to create your very own retry schedule within Stripe.- Log into your Stripe account
- Click the Settings tab
- Under the Billing card, click Subscriptions and emails
- Configure the steps you’d like to take when charging a customer’s payment method fails within Manage failed payments
- Click Use custom retry schedule to configure your Retry rules. This will determine how much time is between each charge attempt and after how many attempts the subscription is automatically canceled
- Click Save to keep your changes
Auto revoke/auto grant after failed payment
If you want to revoke product access after the first failed payment for a subscription or payment plans, and then have access auto-granted back to your customer once the payment has succeeded, this setting can now be turned on from your Customer Payments setting page. This feature is exclusively available to Kajabi Payments and Stripe. To turn on Auto Revoke/Auto Grant:- From your Kajabi Dashboard, navigate to Settings
- In Settings, select Customer Payments
- Toggle the box under the revoke and grant access section
- Hit save to apply the changes
Note: The auto revoke/grant feature does not trigger grant automations.
View Stripe failed payments in Kajabi
You can view failed payments for Stripe integrations: To access information regarding failed payments, follow these steps:
Understanding statuses
- When a subscription or payment plan fails, the billing status will be Past due
- In the transactions tab, you can see which transactions are Retrying and when they are scheduled to be tried again
- When a failed payment reattempt is successful, the subscription or payment plan billing status will change back into an Active state and future payments will be collected on the next billing cycle
- If all retries fail, the subscription or payment plan will be updated depending on the settings you’ve selected in Stripe
Export failed payments
Export transactional data as a CSV
- Navigate to Sales
- Click Transactions
- Select Filter
- Choose Failed in the Filter menu
- Apply the changes
- Click Export