A payment failed. What do I do?
When a payment fails, it will automatically reschedule for 2 days later. If the payment fails 3 times in a row, the plan will go into default. The customer is emailed for each event.
If the plan defaults, a reopen button will appear on the plan and you can reopen the plan when the customer is ready. Please see our article on How to Reopen a Defaulted Plan for more info.
If you want the customer to have more retries before defaulting, you can update this under Settings > General.
Why did the payment fail?
Payments fail for a variety of reasons. The most common reason is the customer's bank blocked the payment, requiring the customer to contact their bank.
To view the reason for a failed payment, click the details link next to the payment.
![](https://support.partial.ly/content/images/2020/07/pymt-failed.png)
What does the Error from Stripe message mean?
For more details as to what the decline message means, please view the following Stripe article: Stripe Payment Decline Codes.
If the message simply says the card was declined, the customer will need to contact their bank.
![](https://support.partial.ly/content/images/2020/07/pymt-details.png)
The customer has another payment method on their account.
If customer has another payment method on their account, you or the customer can select it from within the plan. A drop-down menu appears by the payment method. Merchants may need to click the update button if updating on the customer's behalf.
![](https://support.partial.ly/content/images/2023/03/Screenshot-2023-03-30-at-9.24.08-AM.png)
The customer needs to add a new payment method.
Customers can update their payment method at partial.ly/login. Here is a guide to share with your customers: https://support.partial.ly/updating-payment-methods/
Can the customer use another card as a backup if the default card fails?
Yes, When in the Payment Methods section of the customer's account, you and/or customer will see the option to use the other cards on file as a back up method in case the default card fails.
![](https://support.partial.ly/content/images/2023/03/Screen-Shot-2022-08-03-at-10.58.02-AM-1.png)
Have more questions?
Please email us at support@partial.ly