Campaign / One-off Payments:
These payments do not automatically retry if they fail.
The admin is notified via email when a payment fails.
Manual retry is required by the user or admin.
To retry a payment:
Log in to Properti.
Go to Campaigns.
Find the campaign showing Waiting payment and click Retry Payment. Click View invoice to see the Stripe invoice.
Retry Payment shows for admins and agents. Creators and analysts won't see it.
Payments can fail for various reasons, including:
Insufficient funds
Card expired
Bank declined transaction
Support staff should confirm once the payment has been successfully processed.
Subscription Payments:
Subscription payments may be automatically retried up to 8 times, depending on the bank error code.
Retries are attempted only on the original payment card.
The system will pause for a few days between retries, depending on bank processing times.
Common reasons for subscription payment failures include:
Expired or cancelled card
Insufficient funds
Temporary bank restrictions
Want to use a different card? A workspace admin goes to Billing > Subscription and clicks Update payment method on the Payment method card (or Add payment method if there isn't one yet). The new card becomes the workspace's default payment method.
If a campaign is invoiced to an agent rather than the workspace, the agent adds their card in My Profile > Personal billing, under Add a personal payment method.
Automatic retries are logged in the dashboard, so support staff can track retry attempts.
Additional Notes / Tips:
Always check the payment status after a manual retry or automatic attempt to ensure it has been processed.
Communicate with the user to confirm successful payment or advise on any next steps.
Document any retries in the account record for future reference.