A Payment Failed
Before trying again, confirm that the payment is not still processing and that the invoice has not already been paid. Creating another charge while an earlier attempt may still complete can result in a duplicate payment.
Find the failure
Section titled “Find the failure”- Open the member’s invoice or subscription payment history.
- Select the most recent attempt.
- Read the status and any failure message shown.
- Confirm whether it is an invoice payment, a subscription payment, or a card-reader payment.
For subscription payments, review the Failing Subscriptions report and the member’s payment history.
Resolve common causes
Section titled “Resolve common causes”- The bank declined the payment: Ask the payer to contact their bank or provide another payment method.
- The saved card is expired or invalid: Have the payer update it using Kanri’s secure payment flow.
- The invoice is already paid or has a pending charge: Check the latest invoice status before taking payment again.
- The reader payment result is unclear: Check the transaction status before attempting another payment.
Never ask someone to send full card or bank details by email or message. Use Kanri’s secure payment-method flow.
Retry only after checking the record
Section titled “Retry only after checking the record”If the payment is a subscription charge, update or confirm the payment method attached to that subscription before using its retry action. Verify the result in payment history afterward. Kanri may also retry open subscription invoices according to your school’s configured retry schedule; check the invoice and subscription history rather than assuming an attempt was made.
If a payment keeps failing or its status never resolves, contact the payer’s bank or Kanri support with the invoice or subscription details. Do not repeatedly retry without checking the displayed failure reason.