Learn more about your customers' access to Products if a subscription payment fails.
In this article:
If payments fail...
Although we wish they didn't, payment failures happen. So, what happens if they do?
With the various payment processor options including Kajabi Payments, Stripe, and PayPal, failed payments may revoke access to the Product(s) included with the purchased Offer.
Subscription payment failure by payment processor
When a subscription payment has failed and surpassed the four retry attempts, the Offer will automatically be revoked and your customer will lose access to the Product(s).
Stripe provides customizable solutions for managing failed payments including:
- 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 will occur if all retries for payment fail.
If you configure your Stripe failed payments settings so that the Subscription Status cancels the subscription if all retries for payment fail, once a subscription payment has failed and surpassed the maximum attempt of retries set by you in your settings, your customer will automatically lose access to the Product(s) included with their Offers.
If you select another option and do not configure your Stripe failed payments settings so that the Subscription Status cancels the subscription if all retries for a payment fail, your customers with failed payments will NOT automatically lose access to the Product(s) included with their Offer(s).
These changes are recorded in both your customers' Contact Profile under their Purchases and in your Stripe account. Learn to manage failed payments in Stripe.
When a PayPal recurring payment fails, customers will have access to your Product(s) included with their purchased Offer until the recurring payment (i.e., subscription) has been canceled or has access manually revoked. You can view failed payments by logging into your PayPal account.
To ensure that your customers with failed payments cannot access your Product(s) included with their purchased Offer, you must revoke access to their previously purchased Offer in Kajabi. Learn how to cancel your customer's subscriptions.
Still have questions? Let us know your question below to have it added to the list or contact Support if you need additional assistance. Thanks for being the best part of Kajabi!