How to Resolve a Failed Membership Payment

Clover's recurring payment functionality:

The system will attempt to re-process the charge on the same day (as the initial membership billing date) but not afterwards.

This means that in situations where the payment fails, and you replace the Card on File AFTER that date, the cycle will need to be manually activated. 

To ensure that the invoice was not paid:

1. Login to your Clover Dashboard
2. Click on Recurring Payments
3. Click on the Membership Plan
4. Find the clients' name and click on the options menu (the 3 dots)
5. Click on "View Invoices"
6. Find the invoice and take a screenshot 

Can I re-run a Recurring Membership payment?

Clover recommends charging the client's card with the Virtual Terminal which requires manually entering the card information. However, if you would like to leverage the card on file, we recommend using the clients cart in Cojilio, which will allow you to use the clients Card on File.  

Here is a Help Guide: Start a New Checkout

If you are certain that the invoice was not paid (e.g., you are unable to find the invoice) and you need to re-process a Membership Payment, go to your Online Calendar (calendar.cojilio.com: 

1. Click New Checkout
2. Type in the clients name > Click "Start Sale"
3. De-select any appointments in the cart 
4. Add an additional item called "Missed Charged - Membership for September" (for example)
5. Add the price in the price section
6. Update cart
7. Use the clients Card on File to charge the balance due

How do I activate my clients Membership after I have collected the payment?
Our team can manage this activation process in the backend for you! Reach out to the Support Team at [e-mail] with relevant details (e.g., client name, membership), and we will further assist you.

How do I know when a clients Recurring Membership payment has failed?

If a Membership payment fails, this will display in:

• The Membership details in the Online Calendar
• Clover Dashboard
• Clients will receive an Email Notification of the failed payment
• Staff will receive an Email Notification of the failed payment