Manage failed payments, cancellations and reactivations

In this video, you'll learn how to identify and resolve failed payments and how to cancel or reactivate memberships when needed.

Sometimes a member's recurring payment may fail. To keep your membership revenue healthy, we recommend checking for failed recurring payments on a regular schedule. For example, daily or weekly.

You can do this by running the recurring payment log report in Venue Manager.

Go to reports, search for Recurring Payment Log, then select the report. This report gives you a clear view of all recurring payment attempts, both successful and failed, so you can quickly spot which memberships need attention.

Adjust the date range and set payment status to failed, then select apply filters. You'll see a list of any failed payments.

To investigate a failed payment, select the booking ID from the report, then select go to booking. Before taking action, it's helpful to understand what Roller does automatically to recover the payment.

After a recurring payment fails, Roller's smart dunning process automatically tries again and emails the guest to let them know. If the payment continues to fail, the membership status changes to suspended, declined payment.

When you see this status, you know there's a billing issue that needs action.

To resolve the failed payment, you'll need to update the guest's card details. From their membership booking, go to the Payments tab, select Update Payment Details, Enter the new card, then select update payment method.

Guests will immediately be charged for the missed payment, and their status will be updated to current. This ensures the membership stays active and the guest can keep using their benefits.

If the guest can't provide new card details, or if they decide to end their membership, you'll need to cancel it.

To cancel a recurring membership, open the Items tab in the booking. Select the membership, then open the options menu, the three dots, and cancel membership. Schedule the cancellation for the end of the current billing period or set a future end date. Enter a reason before confirming.

The member keeps access until the cancellation date. This way, the member can continue enjoying their benefits until the end date. Fixed price memberships cancel immediately.

If a guest wants to reactivate a recurring membership, navigate to the booking with the canceled membership. Go to the items tab, select the membership, then open the options menu, the three dots, and select reactivate membership.

Because reactivation resets billing, the guest is automatically charged for the first recurring payment, so their membership becomes active again immediately.

Fixed price memberships cannot be reactivated. If a guest wants access again, they need to purchase a new membership.

If a guest wants to pause their recurring membership, you can cancel it and then reactivate it later when they're ready to return.

You've now learned how to identify and resolve failed payments, and how to manage cancellations and reactivations. This is a crucial part of protecting your recurring revenue and maintaining a healthy, successful membership program.