Retry settings for failed payments on subscriptions

You can configure your Paydock account to retry failed charges according to a cadence that works for your business. You can configure this cadence for all failed charges, or for individual subscription plans. To create a universal retry cadence, follow these steps:

  1. In the Paydock Dashboard, go to Subscriptions > Settings.
  2. Set the parameters according to your needs:
    • Subscription retry count - How many times the customer's card is retried after a charge fails.
    • Subscription retry interval (hours) - How many hours in between retries.
  3. Click Update.

To create a cadence for individual subscriptions, follow these steps:

  1. Head to Subscriptions, Customers and Charges in your Paydock Dashboard.
  2. Scroll down to the Retry section.
  3. Choose Custom from the dropdown list.
  4. Set the retry interval, frequency, number of retries and fail status.
  5. Click Update/Add Subscription at the bottom of the page.

The retry interval and frequency allow you to control how frequently the charge will be reattempted, while the Number of Retries controls the maximum number of attempts to capture this charge.

What happens if failed payments exceed the retry count?

Your customer's subscription will be suspended. The status of the subscriptions automatically changes to Failed. No further payments will be taken from this customer in the future.

Can I reactivate my subscription?

Yes, you can like so: 

  1. Go to Subscriptions.
  2. Find the subscription in question.
  3. Click Actions > Reactivate.

Important note: We do not recommend reactivating any subscriptions that failed a long time ago. Once the subscription is reactivated, the system will make an attempt to make all skipped charges. Please get in touch with your customer first. Or, you can simply create a new subscription.

Will Paydock continue with the normal subscription schedule, even if a certain payment fails?

Yes. For instance, if a customer has scheduled payments on the 1st, 14th and 28th and the payment on the 1st fails multiple times but eventually succeeds on the 16th, Paydock will not only try the payment that was originally due on the 1st, but also try and take a "belated" payment for the scheduled payment date of the 14th. The customer would have two payments on the day of the successful charge.

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