Life happens and there will be times where a patient may miss a membership payment because the card attached to it has either expired, was lost, or was stolen.
To avoid these scenarios, your patient has the ability to manage their billing information on your app, with a red banner that displays at the top of the app.
We have built in a notification system triggered by missed payments and provides patients an easy way to update the billing information associated with their membership(s):
[APP NOTIFICATION]
TITLE: “Oops, your payment method failed!
DESCRIPTION: “Review and update to keep your membership benefits and avoid membership cancellation.”
Once your patient updates their payment method, the banner (see bottom image) will not go away until Stripe processes the new payment and it is deemed successful.
If the new payment method fails, the banner will stay at the top of the screen and Stripe will attempt to charge it again 3 more times, 7 days apart. If each of the 3 attempts fail, the membership will automatically cancel.
It's up to Stripe when the new payment is processed, so it is normal for the banner to not go away immediately.
You can track this easily in your Admin Dashboard under Memberships > Credit Card dunning:
If the new payment method fails, the red banner will stay at the top of the screen and Stripe will attempt to charge it again 3 more times, 7 days apart. If each of the 3 attempts fail, the membership will automatically cancel. It's up to Stripe when the new payment is processed, so it is normal for the banner to not go away immediately.
Additionally, practices will get notified of any missed payments via email for all 3 failed charge attempts:
1st Billing Attempt Failure Email: | 2nd Billing Attempt Failure Email: |
 |  |
3rd Billing Attempt Failure Email: | Membership Cancellation Email: |
 |  |
FAQs:
After my patient updates their payment method, how soon will the banner go away on their app?
This is up to Stripe and when they decide to run the payment through again. Once they run the payment through and it's successful, the banner will go away.
If the payment fails, the banner will stay at the top of the screen. We recommend giving it approximately 24-48 hours to see the banner disappear.
After my patient updates their payment method, are they automatically recharged for their monthly membership?
Stripe needs to re run the card. We cannot accurately predict when they will run the new card, however, if you wish to expedite this process, we recommend contacting Support or CS to process the payment manually.