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Although we wish they didn’t, payment failures happen. So, what happens if they do? With the various payment processor options, including Kajabi Payments, Stripe, and PayPal, failed payments may revoke access to the Product(s) included with the purchased Offer.

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Subscription payment failure by payment processor

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Kajabi Payments

What happens when a subscription payment has failed? Stripe manages the retry payment schedule. If your site has auto-revoke enabled (under Settings > Payment Settings), access to the Offer will be revoked when retries are exhausted. Learn more about how Kajabi Payments handles failed payments.

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Stripe

Stripe provides customizable solutions for managing failed payments, including:
  • 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 payment fail
Stripe failed payment settings If you configure your Stripe failed payments settings so that the Subscription Status cancels the subscription if all retries for payment fail, once a subscription payment has failed and surpassed the maximum attempt of retries set by you in your settings, your customer will automatically lose access to the Product(s) included with their Offers. If you select another option and do not configure your Stripe failed payments settings so that the Subscription Status cancels the subscription if all retries for a payment fail, your customers with failed payments will NOT automatically lose access to the Product(s) included with their Offer(s). These changes are recorded in both your customers’ Contact Profile under their Purchases and in your Stripe account. Learn how to manage failed payments in Stripe.

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PayPal

When a PayPal recurring payment fails, customers can access your Product(s) included with their purchased Offer until the recurring payment (i.e., subscription) has been canceled or its access manually revoked. You can view failed payments by logging into your PayPal account. To ensure that your customers with failed payments cannot access your Product(s) included with their purchased Offer, you must revoke access to their previously purchased Offer in Kajabi. Learn how to cancel your customer’s subscriptions. Learn to manage failed payments in PayPal.