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Failed payments processed through Stripe can be customized to specify the number of retry days before your customer’s subscription is canceled. This guide covers how to configure Stripe’s Smart Retries, set up custom retry schedules, enable auto revoke/grant features, and view failed payments in Kajabi.

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Manage failed payments in Stripe

In your Stripe Account, you can customize how potential failed payments are handled when processed in Stripe:
  • Customize Stripe’s Retry schedule if a payment failure occurs.
  • Create Customer emails to send when a card payment fails.
  • Adjust the Subscription status to determine the action that occurs if all retries for a payment fail.

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Stripe’s smart retries

Stripe uses machine learning algorithms that train on data collected across the Stripe network to optimize retry timing. This means that amount of time between payment retries changes each time based upon Stripe’s machine learning algorithms. If you would like to disable this feature and set up your custom retry schedule, learn more in the section below. Check out Stripe’s documentation on Smart Retries.

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Use custom retry schedule

Select Use custom retry schedule to create your very own retry schedule within Stripe.
  1. Log into your Stripe account at stripe.com.
  2. Click the Settings tab.
  3. Under the Billing card, click Subscriptions and emails.
  4. In the Manage failed payments section, configure the steps to take when a payment method fails.
  5. Click Use custom retry schedule to configure your retry rules, including the time between each charge attempt and the number of attempts before the subscription is automatically canceled.
  6. Click Save.

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Auto revoke/auto grant after failed payment

If you want to revoke product access after the first failed payment for a subscription or payment plans, and then have access auto-granted back to your customer once the payment has succeeded, this setting can now be turned on from your Customer Payments setting page. This feature is exclusively available to Kajabi Payments and Stripe. To turn on Auto Revoke/Auto Grant:
  1. From the Dashboard, click Settings.
  2. Click Customer Payments.
  3. Toggle on the setting under the Revoke and grant access section.
  4. Click Save.
Note: The auto revoke/grant feature does not trigger grant automations.

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View Stripe failed payments in Kajabi

To view failed payments processed through Stripe directly in your Kajabi dashboard:
  1. From the Dashboard, click Sales.
  2. Click Payments, then click Transactions.
  3. Click Filters.
  4. Set Status to Failed.
  5. Set Payment method to Stripe.
  6. Click Show results.
  7. Click the more actions (…) icon on any transaction to view more details.
  8. Click Export to download the filtered list as a CSV file.

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Understanding statuses

  • When a subscription or payment plan fails, the billing status will be Past due.
  • In the transactions tab, you can see which transactions are Retrying and when they are scheduled to be tried.
  • When a failed payment reattempt is successful, the billing status returns to Active and future payments are collected on the next billing cycle.
  • If all retries fail, the subscription or payment plan is updated based on the settings configured in Stripe.