Failed payments

When a membership payment fails, Stripe retries it automatically. Dyno tells the member, emails the club's owners, and sends reminders until the payment goes through or the membership ends.

What happens when a payment fails

1. Stripe retries the payment. Stripe decides when to retry, not your club.
2. The member gets an app notification. For a card, it asks them to check their payment details. For a Direct Debit, it tells them their bank returned the payment.
3. Club owners get an email if Failed Payments is switched on (see below). You get one email for each failed payment, not one for every retry.
4. Reminders go out on day 1, 3 and 7 after the failure. Each one is an email and an app notification asking the member to update their card, with a button that opens the payment screen in the app. For a child's membership, reminders go to the guardian. Reminders are included on every paid Dyno plan, but not on the Free plan.
5. Reminders stop once the payment goes through.

While Stripe is still retrying, the member keeps their membership.

If the payment is never recovered

If Stripe finally cancels the subscription or marks it unpaid, Dyno ends the membership. The member gets an app notification. Club owners get an email if Cancellations is switched on.

When nobody is told

Dyno records the failure but sends no notification, email or reminder when:

• a member joining by card has their first attempt declined while they are still at checkout
• the payment has already been paid by the time Dyno handles the failure
• your club's Stripe account is disconnected

See why a payment failed

1. Open Members and click the member.
2. Open the Activity tab. A failed payment shows who was paying, the amount, the membership and the reason Stripe gave, such as insufficient funds or card expired. For a child, the guardian is named as the payer.
3. Open the Payments tab. Payment method shows whether the card or Direct Debit on file can be charged.

The Payment method status is one of:

• Active: it can be charged.
• Action needed: the card has expired, has been removed, or there is no payment method. The next payment will fail until the member adds one.
• Not checked: Stripe did not answer. Refresh the page.

Get the payment made

Ask the member to add a working card in the Dyno app. They open their profile, go to Settings and tap Payments.

For a returned Direct Debit, ask the member to check with their bank that the mandate is still active.

Warnings before a payment fails

• Card expiry: Dyno sends members an app notification when the card they pay with expires within 30 days, or has already expired. Direct Debits do not expire, so they get no warning.
• No working payment method: if a membership someone pays for cannot be charged, the Dyno app shows Payment method needed after they sign in, with Add a card and Not now.

Turn owner emails on or off

1. Open Settings and choose Notifications.
2. Under Emails To You, switch Failed Payments on or off.

These emails go to everyone who owns the club. Dyno still chases the payment either way.

The Retention add-on

Failed-payment reminders are included on every paid plan. They do not need the Retention add-on. Retention adds win-back emails for members at risk of leaving, reminders before passes expire, and renewal reminders. It does not change what happens when a payment fails.

To see how much failed-payment revenue came back, check the Revenue Recovered figure on the Analytics page.