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When a membership recharge is declined, FlexWash retries the card automatically for about 3 weeks. Members who update their card through a magic link, the Pay Tablet, or the lane are charged right away.

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Statuses

Customer profile with the Credit Card and Membership cards, and a vehicle whose subscription status is Invalid Card
Valid Until does not change while a payment is failing. See Membership Valid Until for how access is tied to that date.

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Retry Schedule

  • The first attempt runs on the member’s bill date.
  • After a decline, FlexWash retries the card overnight every 2 to 3 days.
  • After 10 failed attempts in total, 18 to 27 days after the first decline, the status changes to Invalid Card and automatic retries stop.
Failed attempts 1 to 9 send the Payment Failed trigger. The 10th sends the Invalid Credit Card trigger. Use these triggers in FlexEngage to ask members to update their card. A member with no card on file is not retried. On the bill date the status changes straight to Invalid Card. There is no setting to change the number of attempts or the time between them.

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When a Retry Succeeds

  • The status returns to Active and the attempt count resets.
  • The Bill Date In Month moves to the day the charge succeeded.
  • Valid Until extends to the day before the new bill date next month.
For example, a member billed on the 1st who recovers on the 7th is billed on the 7th from then on. When a nightly retry or Charge Now moves the bill date, a comment on the customer’s timeline records the old and new bill date.

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Updating the Card

Some ways of updating a card charge the member immediately. Others only save the card.
Pay Tablet Membership Billing Error modal with Retry Card, Cancel Subscription, Update CC, and Skip for now buttons
A declined immediate charge does not count as one of the 10 attempts, and FlexWash does not send a Payment Failed message for it. A saved card that is not charged immediately is used at the next nightly retry while the membership is in Payment Failed. An Invalid Card membership has no more retries, so the saved card is not charged until the member uses a magic link or the lane, or an employee uses Retry Card on the Pay Tablet.
To charge a Payment Failed membership right away after you update the card in the web app, click Charge Now on the customer’s membership. A declined Charge Now counts as one of the 10 attempts, the same as a nightly retry.

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Troubleshooting

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”The member updated their card but is still Invalid Card”

Retries stop at Invalid Card. If the card was updated in the web app or the member portal, it was saved but not charged. Send the member a magic link or use Retry Card on the Pay Tablet. If the member used a magic link, the Pay Tablet, or the lane, the new card was declined. Ask the member for another card.

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”Why did the member’s bill date change?”

The membership recovered from a failed payment. The bill date moves to the day the charge succeeded so the next charge falls a full period later.