This article is intended to help you resolve problems with payments that have failed to be collected from your clients.

Common reasons that a payment is not able to be processed are:

Streamline your payment collection process with automatic payment retries. This feature enhances the efficiency and reliability of your payment collection by automatically retrying payments that has failed to collect from your clients.

Enabling Automatic Payment Retries is simple two step process:

Once enabled, Ignition will automatically retry failed payments once, 3 business days after the first failure. Learn more about automatic payment retries here.

When a payment fails, Ignition will email your client to let them know. This email will be sent to the notification recipient email address for the client.

Here's an example email showing what the client will receive:

The client can then click through to a page allowing them to either try again using the same payment method or select a different one and use that instead.

After the client retries their payment, we'll let you know by sending an email to the addresses set under Settings → Payment Gateway.

You can find a link by opening up the details for the failed payment in the Payments → Collections → Failed tab.

You'll see a Share payment link button in the drawer that opens up.

Ignition will look at the settings you chose when creating the proposal. This means that if you set your proposal to only allow bank accounts on the accept page, the client will only be able to retry using a bank account.

However if you've switched the proposal to another payment method type yourself, then that payment method type will be available when retrying.

You can retry the payment by going to the collections tab in the Payments tab, then go to the Failed list.

If you click on a failed payment, a drawer will open showing the payment details.

Click the 3 dots menu and you'll see options to Reschedule or Cancel payment.

If you click Cancel payment, this removes the transaction from the

Failed Payments list, but it is still possible to schedule a payment if required.

If you click Reschedule or Reschedule Collection, you'll then be able to choose whether you want to try collecting payment again today, or on a future date.

Once you've chosen when to try collecting payment, the payment collection will disappear from the Failed tab and move to Scheduled tab.

It will only re-appear in Failed tab if payment collection is fails again.

If you'd like to retry using a different payment method, first update the selected payment method for the relevant billing item/invoice, then re-schedule the payment collection.

To choose who should be notified by email, go to Settings → Payment Gateway. Under Notifications Email, you can add one or more email addresses.

If a payment for a recurring service fails, you will still need to manually retry the payment once the issue has been rectified.

However, it's important to note that Ignition will continue to attempt collection on all future scheduled invoices. 

For Example:

As a best practice, we recommend you reach out to your client and attempt to rectify the failed payment before the next scheduled recurring date.