Failed Subscription payments need review so your team can recover the Subscription or help the contact update payment details.
Use this page when a Subscription payment does not process successfully.
Start with the contact name and email, then review the Subscription status, payment method on file, last attempted payment date, and next scheduled payment date if one is shown.
Also check whether the contact has already updated their payment method through the portal. This helps your team avoid asking the contact to repeat a step they already completed.
Open Subscriptions.
Find the failed subscription.
Review the subscription details and recent payment activity.
Send the contact the portal link if they can update their payment method directly.
Use Update Subscription when staff need to help with the change.
Confirm the subscription status after the update.
Failed subscriptions may need a new payment method before future payments can succeed. If the subscription should no longer continue, follow your organization's cancellation policy instead of trying to recover it.
If the failure affects an important supporter relationship or event commitment, add any needed internal context to your team's support notes before contacting the person. Keep the CharityStack record focused on payment and Subscription details.
