If a member's recurring payment fails on the first attempt, Glofox will attempt to take the payment three more times over the coming days making it 4 attempts in total to take payment.
After the first failed payment, the member will not be allowed to use the membership they are on to book until a successful payment has been made.
If the 4th and final attempt to take payment is unsuccessful, the member's membership will not be updated. Glofox will then try to take the next payment in the subscription cycle.
You can retry the failed payment manually or forgive the failed payment using the Retry or Forgive buttons on the right-hand side of the failed payment. To see these buttons click the arrow on the right of the payment.
Please Note: This is only available to you if you are on Glofox Payments.
Clicking Retry will attempt to take the payment immediately. If it is successful the member's membership will update. If it is not successful you will see the reason in the bottom left of the screen.
You do not usually need to click Retry as Glofox retries automatically.
Clicking Forgive will stop the payment being attempted again in the future. You will not be able to process the payment and Glofox will not attempt to automatically retry the payment.
This can be used if a member pays you with an alternative payment method for the failed subscription cycle.
Having trouble? Reach out to email@example.com and we can help.