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Why has a payment failed or been unsuccessful?

A payment failing or being unsuccessful happens from time to time but why?

Payments can fail for a number of reasons, the most common being:
  • Incorrect account/card details provided;
  • the account provided does not permit direct debit payments;
  • the card provided has expired;
  • insufficient funds; or

your bank has blocked transactions on your chosen payment method.

You can find this information for your customers by following the below steps:

After signing in to your dashboard, on the left hand side menu click on 'Plans' which will open up a drop down menu - as per below. You then want to click on 'View All Plans'

After clicking on 'View All Plans' the below page will load and list all your current plans. You can search this list by searching a customers name or plan name:



Click on the 'Plan Name' directly next to the customers name as per below:



After selecting this it will show you all the information about that customers membership:

To the right, you now want to select 'Transaction List'



After selecting Transaction List it will show you all of the past debits that have been made and the status of them to the right: