Handling Past-Due Members
When a membership payment fails, the system automatically tries to recover it. Here’s what happens and how you can help members get back on track.
Best for:
Managers handling billing issues and front desk staff helping members resolve payment problems.
What Happens When Payment Fails
The system follows a 14-day recovery process:
| Day | What Happens | Member Status |
|---|---|---|
| 0 | Payment fails | Past Due |
| 0 | Member receives email with link to update card | — |
| 1-7 | System retries payment automatically (3 attempts) | Past Due |
| 3 | First reminder email sent | Past Due |
| 7 | Urgent reminder email sent | Past Due |
| 12 | Final warning email sent | Past Due |
| 14 | Membership suspended if still unpaid | Suspended |
Good news: Automatic retries recover about 38% of failed payments without any action needed.
Member Self-Service Recovery
When payment fails, members receive an email with a special link to update their card. This link:
- Works without logging in (magic link)
- Stays valid until payment is resolved
- Fixes all failed memberships at once (if they have multiple)
- Retries payment immediately after card update
Most members can fix their own payment issues using this link.
When You Need to Help
If a member contacts you about a failed payment:
Option 1: Send Them the Recovery Link
- Open the member’s profile → Membership tab
- Click Resend Payment Link
- Member receives a new email with the update link
Option 2: Update Card in Person
- Open the member’s profile → Billing tab
- Click Update Payment Method
- Enter new card details
- System retries the failed payment automatically
Option 3: Switch to Manual Billing
If they prefer paying differently:
- Open the membership details
- Change billing type to Manual
- Collect payment (cash, check, etc.)
- Record the payment to issue credits
Membership Statuses Explained
| Status | What It Means | Can Use Credits? |
|---|---|---|
| Active | Payment current | Yes |
| Past Due | Payment failed, in recovery | No |
| Suspended | 14+ days unpaid | No |
Reactivating a Suspended Membership
If a membership is suspended (unpaid for 14+ days):
- Member updates their payment method (self-service or with your help)
- Payment processes successfully
- Membership reactivates automatically
- Credits become available again
Note: Suspended memberships don't issue new credits until payment is resolved. The member won't lose credits they already had.
Finding Past-Due Members
Use the Past Due report to see all members with payment issues:
Reports → Membership Past Due
The report shows:
- Days past due
- Amount owed
- Last payment date
- Contact information
Prioritize outreach to members who are close to the 14-day suspension point.
Common Questions
Can a past-due member still use their existing credits?
No. Credits are frozen while the membership is past due or suspended. Once payment is resolved, credits become available again.
What if the card keeps failing?
Ask the member to:
- Check with their bank for blocks or limits
- Try a different card
- Consider switching to manual billing
Does the member lose their credits when suspended?
No. Credits remain in their account but are unavailable until payment is resolved. Expiration dates continue to apply.
Can I waive the failed payment?
This requires manager approval. Contact your manager to discuss options for special circumstances.
Pro Tips
Check the report daily: A quick daily review of the Past Due report helps you catch issues before they become suspensions.
Be proactive: If you see a member in the spa whose payment failed, mention it kindly. Most appreciate the heads-up.
Offer alternatives: If a member struggles with automatic payments, manual billing might work better for their situation.