If you offer recurring payments/subscriptions for your products in MemberVault, you will likely run into a situation where a member misses a payment and you receive a automated failed payment notification from us.
While failed payments can be frustrating to deal with both for you and your members, this article is intended to support you and make the process go as smoothly as it can!
Ultimately the decision to revoke or keep access to your products while you're rectifying a failed payment situation is up to you as the business owner.
Revoking access can provide real urgency for your member to resolve their payments and retrieve their access to your content.
Keeping access during the payment retrieval window (up to 2 weeks for Stripe and PayPal) can be a gesture of goodwill and further develop trust with your members.
Both Stripe and PayPal will automatically try to process a payment 4 times over a 2 week span. If the payment issue is not resolved by the fourth and final attempt, then Stripe/PayPal will cancel the subscription and you'll get a notification the following morning that the subscription was canceled.
To revoke a member's access during the payment period (or after the subscription is canceled), follow these steps:
Scroll down to "Failing Payments" under "Activity" > "Dashboard" in your admin account.
Click on the member's name listed under Failed Payments to open their Member profile page.
Scroll down to the Products section between "User Information" and "Quiz Answers" and click to toggle open the list.
Uncheck the product where their payment is failing and click "Save Member".
We highly recommend sending the member an email letting them know to regain access (i.e. update their card, make sure they have sufficient funds, or cancel the current plan and have them repurchase the product depending on what makes most sense for your setup).
To keep a member's access, there's nothing you need to do in your admin account! If the member is paying via Stripe, you can check their customer record in your Stripe account to see why the payment is failing (i.e. expired card, lack of funds or bank declining the charge).
Then, use that information you've gathered to help guide your member on how to resolve their payment issue. They can access their billing details under the "Billing" section in the top right menu when they're logged into your MemberVault site.
Related Articles:
Questions? Reach out to us at hello@membervault.co, within our Facebook group, The MV Collaborative, or via chat support within your admin account (not sure how to log in? look up your account here).