If you have a payment gateway integrated with Optix and have auto pay enabled, the system will attempt to process a failed payment three days after the initial failed attempt. No subsequent attempts will be made, and the user will be able to review and pay the invoice in app at anytime.
Troubleshooting payment failures
If a user's automatic payment is declined you will receive an email notifying you of the failure.
There are a handful of reasons why a user's payment may be declined:
- Their payment method is expired or invalid
- Their credit card has reached its limit
- The credit card company has declined the transaction
- If the user recently added a credit card to their account and had multiple invoices for the same amount, the bank might decline a duplicate charge attempted on the same day (i.e. they have an overdue August invoice for $200 and a due September invoice for $200 and the September invoice was declined)
If the user believes the payment was declined in error, suggest that your user deletes their credit card from their account and reenters their information, attempting to manually make the payment. If the payment continues to fail, suggest that the user contact their credit card company or bank directly to verbally authorize transactions from your venue.