Handle a declined card

When a family's card is declined, the membership goes past due. In this video you'll see where those land, what QuickKicks does about them on its own, and what you can do.

When a membership payment fails, the membership goes past due. You'll find it under Money, then Failed payments.

Each row is one membership: the student, the account holder, the program, the amount, and how many days overdue. The oldest is at the top.

Stage shows why the card was declined. Card expired means that card won't work again, so the family needs to give you a new one. Insufficient funds may go through on a later try.

QuickKicks follows up for you. The family is emailed when the charge fails, again on day three, and a final warning on day seven. Stage shows how far each one has got.

On day fourteen the membership is paused automatically, the emails stop, and it leaves this list. You get an alert under Money, then Alerts, instead.

Retry charges the card on file again, right now, for the same unpaid bill. It doesn't add a new bill. If it goes through, the membership leaves this list.

Snooze holds things off until a date you pick: no reminder emails and no automatic pause for this membership until then. Handy when a family says they will pay on Friday.

Waive puts the membership back to active and takes it off this list. Click Waive, and you choose what happens to the unpaid bill.

Forgive the bill, the default, cancels it, so it's never charged. Keep the bill leaves it open, to collect later. Then give a reason and click Confirm waive. We won't confirm it here.

Assignee puts one person in charge of chasing it, so two people never call the same family.

For the same list with when the card was last tried, open Billing. It starts on the Past due tab, with the list below.

In simple mode the same list is called Who owes money, with the total at the top.

Alerts collect what needs a person: auto-paused memberships, cards that need replacing, and other failed charges. Click Acknowledge when you take one on, and Mark resolved when it is done.

When a family needs to update their card, open the student's profile, then Membership, then Manage membership, and Open membership.

In Billing tools, under Request payment method, click Email card link. The account holder gets a secure link to add a new card, with no login needed.

Once the new card is in, go back to Failed payments and click Retry, or take the payment at the desk.

That's failed payments: where they land, what happens on its own, and how to get a new card.