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Managing Failed Payments for Recurring Plans | Walla Support Center

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Managing Failed Payments for Recurring Plans

How to monitor, manage, and resolve failed plan payments.

Dashboard

Your dashboard displays all failed payments that occurred in the last 7 days.

Selecting the arrow on the Dashboard will lead you to failed payments for the current month to date on the Sales Report (Accrual Basis)

View Failed Payments

Sales Report Action Card

You can access a list of unreconciled failed payments under the Sales Report by applying the Accrual Filter. The Action Card tile displays failed payments that occurred within the last 30 days. To view the payments in detail, follow these steps:

  1. From the main navigation menu select Reports

  2. Choose Financials

  3. Select the Sales Report

  4. Choose the Accrual tab

  5. Select Review on the Action Card

From the main navigation menu select Reports

Choose Financials

Select the Sales Report

Choose the Accrual tab

Select Review on the Action Card

Sales Report Detail Tab

You can access a list of unreconciled failed payments under the Sales Report by applying the Accrual Filter. The Action Card tile displays failed payments that occurred within the last 30 days. To view the payments in detail, follow these steps:

  1. From the main navigation menu select Reports

  2. Choose Financials

  3. Select the Sales Report

  4. Choose the Detail tab

  5. Apply filters to the report

  6. Scroll down to the Status filter at the bottom of the graph

  7. Filter by Failed payments

From the main navigation menu select Reports

Choose Financials

Select the Sales Report

Choose the Detail tab

Apply filters to the report

Scroll down to the Status filter at the bottom of the graph

Filter by Failed payments

Action Card Tab

The Action Card tab includes all failed payments over the selected time period.

All failed transactions are listed under this tab, both recurring and non-recurring.
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Retry a Failed Payment for a Recurring Plan

You can retry a failed payment outside of the system's scheduled retry period for a recurring plan directly from the client's profile. If the payment does not successfully process after retrying, we suggest reaching out to the client.

Follow these steps to retry a failed payment for a recurring plan:

  1. Navigate to a client's profile

  2. Select the Overview Tab

  3. Scroll down to the Active Plan section

  4. Select the three dots on the top corner of the plan tile

  5. Choose View Details

  6. Select the Retry Payment Now on the left option to retry the payment outside of the system's retry schedule

Navigate to a client's profile

Select the Overview Tab

Scroll down to the Active Plan section

Select the three dots on the top corner of the plan tile

Choose View Details

Select the Retry Payment Now on the left option to retry the payment outside of the system's retry schedule

Credit Card Updates via Widget

When a customer updates their credit card through the widget the following will occur:

  • When the card is updated by the client the system will attempt to charge the new card right away. The retry is not on the retry cycle and occurs immediately.

  • If the payment succeeds, then the plan becomes active again and the new card is saved for all upcoming future payments for the recurring plan.

  • If the payment fails, then the new card will not be saved and the customer will need to try a different card.

When the card is updated by the client the system will attempt to charge the new card right away. The retry is not on the retry cycle and occurs immediately.

If the payment succeeds, then the plan becomes active again and the new card is saved for all upcoming future payments for the recurring plan.

If the payment fails, then the new card will not be saved and the customer will need to try a different card.