> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexwash.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed Payment Retries

> Recover declined memberships automatically, without chasing members for payment.

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.

## Statuses

| Status | Meaning | Member washes |
| - | - | - |
| **Payment Failed** | The recharge was declined. FlexWash is still retrying the card. | Blocked until a charge succeeds |
| **Invalid Card** | All retries failed, or there is no card on file. Automatic billing has stopped. | Blocked until a charge succeeds |

![Customer profile with the Credit Card and Membership cards, and a vehicle whose subscription status is Invalid Card](https://mintcdn.com/flexwash/rgoV7pN0XN1OQmtS/memberships/failed-payment-retries/invalid-card-customer-profile.png?fit=max\&auto=format\&n=rgoV7pN0XN1OQmtS\&q=85\&s=898522597fc55e7e50a93dc5dd8d3053)

Valid Until does not change while a payment is failing. See
[Membership Valid Until](https://docs.flexwash.com/memberships/valid-until.md) for how access is tied to
that date.

## 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](https://docs.flexwash.com/marketing-and-ai/flex-engage/overview.md) 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.

## 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.

## Updating the Card

Some ways of updating a card charge the member immediately. Others only save
the card.

| Where the card is updated | Charges immediately |
| - | - |
| [Magic link](https://docs.flexwash.com/marketing-and-ai/flex-engage/magic-links.md) sent to the member | Yes |
| Pay Tablet: **Retry Card** or **Update CC** | Yes |
| [Self-checkout lane](https://docs.flexwash.com/operations/transactions/self-checkout.md) | Yes |
| Web app: customer profile card update | No |
| [Member portal](https://docs.flexwash.com/configuration/portals/management-portal.md) | No |

![Pay Tablet Membership Billing Error modal with Retry Card, Cancel Subscription, Update CC, and Skip for now buttons](https://mintcdn.com/flexwash/rgoV7pN0XN1OQmtS/memberships/failed-payment-retries/pay-tablet-membership-billing-error.png?fit=max\&auto=format\&n=rgoV7pN0XN1OQmtS\&q=85\&s=9c5ca75d12a07ca2e4d43213847ea20a)

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.

> [!WARNING]
>
> 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.

## Troubleshooting

### "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.

### "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.


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