How to Manage Failed Payments With Kajabi Payments

Bryan N.

Updated
Note:
Kajabi Payments is currently only available to Kajabi Heroes whose businesses are registered in the United States, Canada, Australia, and the United Kingdom.

Learn how to manage failed recurring payments with Kajabi Payments.

In this article:

What is a Failed Payment and Why Do They Occur?

Payments can fail when a customer’s recurring payment (subscription or multiple payment) is not processed successfully. These failures can stem from a variety of reasons, including:

  • Lack of a payment method tied to the customer record.
  • An expired payment method.
  • The payment is declined, which can happen for a variety of reasons.

How Does Kajabi Payments Handle Failed Payments?

Kajabi Payments automatically retries a failed payment for up to four attempts spread over three weeks. Kajabi Payments utilizes Stripe as a backend provider, including Stripe’s smart retries that are based on AI Machine Learning. 

For example, the attempt could be sooner if it predicts there is a higher chance of success due to new information. For additional insights, you can refer to Stripe's documentation on Smart Retries.

 

What happens when a payment fails?

  • If a payment fails, the status of the purchase record becomes Past Due wherever it is displayed in Kajabi.
  • The purchase information page for recurring transactions shows Retrying on the failed transaction within the transactions tab.
    • If a retry succeeds, the status is set back to Active.
    • If all 4 retries fail, the subscription or multiple payment is Canceled which revokes product access for the customer.
      how-to-manage-failed-payments-with-kajabi-payments-hc-draft-google-docs-0.png

Automatic Emails

When a payment fails, Kajabi will automatically send emails to: 

  1. Your customer, prompting them to update their payment information when a payment fails. Learn how to customize the failed payment email notification to your customer here.
  2. Your email on file, alerting you why the payment didn't go through, how many times we've retried, and the approximate date for the next attempt.

Viewing Failed Payments with Kajabi Payments

To access information regarding failed payments, follow these steps:

  • Navigate to the Payments.
  • Click the Transactions tab
  • Click Filter.
  • In the Filter Menu, select Failed, and Kajabi Payments.
  • Apply the filter to view failed payments.
  • Use “...” to view more details about the failed payment:

How to Export Failed Payments

BETA:
This feature is being released in phases to ensure stability across all accounts. If you do not see this setting the feature has not been made available to your account yet. Check back at a later time to try the new experience.

To export your transactional data as a CSV file:

  • Navigate to Sales.
  • Click Transactions.
  • Select Filter.
  • Choose Failed in the Filter menu.
  • Apply the changes.
  • Click Export:

Auto Revoke/Auto Grant After Failed Payment

If you want to revoke product access after the first failed payment for a subscription or multiple payments, 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:

  • From your Kajabi Dashboard, navigate to Settings.
  • In Settings, select Customer Payments.
  • Toggle the box under the revoke and grant access section.
  • Hit save to apply the changes:

Note:
The auto revoke/grant feature does not trigger grant automations.

Manually Retrying Failed Payments

With Kajabi Payments, you can now manually retry a failed payment. This process can be attempted twice every 24 hours, per transaction. 

To manually retry a failed payment:

  • From the Kajabi Dashboard select the Sales tab.
  • Click Transactions.
  • Locate the transaction you wish to retry, then click on the payment.
  • On the Purchase Information page, select Transactions.
  • Click  …  to View more options.
  • Select Retry Payment.
  • Click Retry Payment in the pop-up window to confirm:

 

 

Failed Payment Decline Reasons

To access reasons for payment declines and our recommended next steps, please click here.

 

Note:
After September 5th, 2023, you'll find that failed payment reasons are presented in greater detail, while they are less specific for transactions that took place earlier.

 

And that’s how you can manage failed payments with Kajabi Payments! If you have questions, run into issues, or have feedback to share, reach out to payments.support@kajabi.com.

 

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