A member's payment failed

This article is about a member's own membership payment. For your gym's bill from Shindo, see Your Shindo bill: failed payments and invoices.

When a member's card is declined on a renewal, their membership becomes past due and their member page shows Payment Failed. The family gets an email, Payment failed for your (gym name) membership, with a link to update their card, and you get one too, Payment failed: and the member's name. Each is sent once, not on every try.

A family with no login yet gets a link to set up their account with your gym instead, then updates the card from their membership page, and your email says they were sent an invitation.

Can they still train?

No. A past-due membership doesn't count for checking in or booking a class until the payment goes through. See Members who can't check in.

Will Shindo try the card again?

On Shindo's billing, which is how every gym that joins now is set up, Shindo tries the card again about every 2 days, up to 8 times in all over 14 days. The member page says when the next try is. If every try fails, the membership is cancelled.

Two answers from the bank change that. When the bank says the family must confirm the payment themselves, Shindo doesn't try again by itself: only the family can, from their billing page, and if they don't within the 14 days the membership is cancelled. When the bank says the card must not be tried again, the tries stop and the membership is cancelled straight away.

A membership Stripe still bills (a gym that joined before Shindo's own billing) is retried on Stripe's schedule instead, and the member page says Payment failed. Stripe will retry automatically.

What the family can do

In your portal, the family's billing page says Your last payment didn't go through. and why. Update card saves a new card and tries the payment again, and on Shindo's billing Pay now pays it straight away. Their email links to the same page.

See who hasn't paid

• The dashboard says how many members have failed payments. Tap View members → on that card.
• Or open Members and filter by Past Due.
• On Shindo's billing, Charges lists each membership that needs attention once, with why: Card removed, Card expired or Declined. Its one Email card-update link button sends the family the link, with the amount that failed and when Shindo tries again.
• When the card had expired, the family's email says so: "Your card ending 4242 has expired." They get no separate "your card expires" email for that card.

Taking the money another way

You can't sell a past-due member a new membership while the failed one is still live: Take Payment says it has a failed payment that has to be resolved or cancelled first. If the family wants to pay another way, cancel the past-due membership on their member page (it ends now, since nothing is paid ahead), then sell them a new one with Take Payment.

Related: Cancel a member's subscription, Take a payment at the front desk.