Handling Unsuccessful Payments for Campaigns and Subscriptions

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:
  1. Log in to the Properti dashboard.
  2. Navigate to the List of Payments.
  3. Locate the failed payment and select Retry Payment.
• 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
• If the user wants to use a different card, update the payment details manually before retrying.
• 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.