Manage failed payments, cancellations and reactivations

In this video, you'll learn how to identify and resolve failed payments, how to pause a membership, and how to cancel or reactivate one 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, the guest needs to update their card details.

For security, you can't enter card details in Venue Manager. You send the guest a secure link, and they update the card themselves.

From their membership booking, select the Payments tab, then select Update Payment Details. Choose whether to send the link by email or text. Check the guest's contact details, then select Send Request.

The guest opens the link and enters their new card on a secure payment page.

ROLLER stores the card and charges it straight away to clear the outstanding balance, so you don't need to wait for the next payment attempt or take the payment manually.

Once that payment succeeds, the membership returns to current.

This doesn't reset the billing cycle.

The membership keeps its original schedule, so the guest stays paid up to their existing next billing date.

Sometimes a guest doesn't want to end their membership. They just need a break.

Instead of canceling, you can pause it.

Pausing puts billing and redemption on hold for a set period, then the membership resumes automatically.

From the booking, open the items tab and select the options menu, next to the membership, then select Pause Membership.

Choose the pause duration and add a note explaining the reason if you need to.

The summary panel shows exactly what will happen, the pause start and end dates, and the next billing date and amount.

Pauses start on the guest's next billing date, so the guest gets the full value of what they've already paid for.

Select Confirm Pause when you're ready.

When the pause ends, billing restarts automatically from the next billing date.

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.

You've just learned how to identify and resolve failed payments, how to pause a membership, and how to cancel or reactivate one.

You're ready to protect your recurring revenue and keep your membership program healthy.