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What happens when my members' credit card fails?

When a member's credit card payment fails in Heartbeat, the system relies on Stripe's default retry settings to manage the situation.

By default, Stripe employs Smart Retries, an AI-driven feature that intelligently schedules up to three retry attempts at optimal times to maximize the chances of a successful payment. If all retry attempts fail, the subscription status transitions to past_due, and further actions depend on your Stripe configuration.

Customizing Retry Settings in Stripe

As a Heartbeat admin, you can customize how Stripe handles failed payments by adjusting settings in your Stripe Dashboard:

  1. Login to Stripe: Navigate to your Stripe Dashboard.

  2. Access Billing Settings: Click on Settings and select Billing.

  3. Manage Failed Payments: Under Manage failed payments, you can:

    • Enable or disable Smart Retries.

    • Set up a custom retry schedule by specifying the number of retry attempts and the interval between them.

    • Determine the subscription status after failed retries (e.g., cancel the subscription or mark it as unpaid).

For direct access to these settings, you can use the following links:

Member Actions for Updating Payment Information

If a member's payment fails, they can update their payment information directly within Heartbeat:

  1. Access Settings: The member clicks on the Settings icon in the top right corner of the community.

  2. Navigate to Billing: In the Settings menu, they select the Billing option.

  3. Update Payment Method: On the Billing page, they can:

    • View their current payment method.

    • Update their credit card information.

    • Download receipts for past payments.(Stripe)

By ensuring that members have an easy way to update their payment information and by configuring Stripe's retry settings to suit your community's needs, you can effectively manage failed payments and maintain a smooth experience for your members.

Have questions about this? Reach out to our team at support@heartbeat.chat

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