[Advisors] "Failed" Subscriptions

We're designed to give your clients the ability to self-service a failed payment! If a payment fails, your client is notified -- either in-app (for initial credit/debit card payments) or via email if the Failed Payment reminder is enabled for subscription for ACH payments since these take time to process.

They can then go into AdvicePay, add new account information and/or check in with their bank/credit card company, and retry payment -- all without calling or emailing you. 

In instances where a credit card is associated with the subscription, the payment is automatically attempted every few days for a total of 3 times. Each time a retry attempt fails, your client will receive an additional email notification about the failure.

When all automatic attempts to retry payment are exhausted and the invoice remains unpaid, it will leave the client's subscription as-is and attempt to charge them as normal on the next scheduled bill date. Your client can attempt to retry the failed payment even after multiple billing periods have passed!

ACH-based failures are not automatically retried. Additionally, subscriptions on ACH automatically cancel if the first payment fails. However, once the payment is retried and is successful it automatically re-activates the subscription. 

For example, if your client has an ACH subscription payment for January 1 and it fails, you will see that its status is Failed. If the client doesn't go back in and successfully retry it, then the subscription won’t attempt to bill them on Feb 1, March 1, etc. However, once the client does successfully retry payment, then the subscription activates again and it bills as normal.

Here are a few steps for your client to take:

In cases of failed payments and card declines, we recommend that your client:

• Review their payment information to make sure it's accurate
• Check-in with their credit card company or bank to receive more details and/or approve the charge
• Provide Stripe's ID for payments from the bank as they may require this as a fraud protection measure. Stripe's ID information for making payments via ACH are: 4270465600 - Stripe Inc, and 1800948598 - Stripe Payments Company (provide both).
• Then try to re-submit payment on their invoice