What happens when a subscription renewal fails?

If a customer's subscription renewal fails for any reason we will try again after 1 day, then 2 days later if that fails, and the final attempt is made 6 days after the initial renewal attempt. If this renewal fails, the subscription is cancelled.

Whenever a subscription renewal fails, both you and your customer will receive notification via email. When you are notified of a renewal failure, we recommend inspecting the reason in your Pin Payments dashboard. If it's a Card Declined, or Expired Card, then you're going to need to resolve this by communicating with your customer.

Example

A customer's monthly subscription is due to be automatically renewed on a Monday, however the renewals fails.

  • On Tuesday, a renewal attempt will be made.
  • If the attempt on Tuesday fails, another attempt will be made on Thursday.
  • The final attempt will be made on Sunday.

If any of the renewal attempts are successful, the subsequent attempts will not be made.

Please note

For plans with a renewal interval less than 7 days (e.g. charge $15 every 3 days), if a subscription fails to renew it is cancelled immediately and we will not attempt to charge the card again. For plans with an interval of 7 days or longer we will automatically retry the charge 3 times after the initial failure, as explained above.

Unable to find the answer you need? Contact our team for assistance.

Pin Payments is owned and operated by
Southern Payment Systems Pty Ltd
ABN: 46 154 451 582
Level 4, 356 Collins St,
Melbourne VIC 3000

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