Failed Payment Email

Failed Payment Email

When a customer’s recurring membership payment fails, Rhōmb automatically pauses their access and sends them a Failed Payment Email. This email explains what happened and gives the customer instructions for updating their billing information.

Why It Matters

  • Keeps customers informed: they understand why their access was paused.

  • Encourages quick action: provides a direct link to update payment details.

  • Protects revenue: helps recover memberships that might otherwise be lost.

What to Include in the Failed Payment Email

Your message should be short, professional, and easy to follow. Include:

  1. A clear notice that the payment failed.

  2. A reminder that access has been paused until billing details are updated.

  3. A link for the customer to log in and update payment information.

  4. Reassurance that access will automatically restore once payment succeeds.

  5. Your cancellation policy if payment info isn’t updated.

Sample Email Content:

Hello,

We were unable to process your membership payment. Your membership has been placed on hold, and your entrance code has been deactivated until your payment method has been updated.

Please [log in here] to update your billing information.

Once your billing information has been updated, your membership renewal will automatically be processed and your entrance code will be reactivated.

If your payment information is not updated within 30 days of your renewal date, your membership will be canceled. If you decide to rejoin later, current membership rates will apply.

Please let us know if you have any questions.

Thank you,
[Your Business Name]

How Rhōmb Handles Failed Payments

  • Immediate action: If a payment fails, Rhōmb pauses the member’s access and sends the Failed Payment Email.

  • Automatic retries: Rhōmb tries to process the payment again at midnight.

    • If successful → the membership renews and access is restored.

    • If unsuccessful → the Failed Payment Email is sent again.

  • Retry cycle: This process continues once per day for 3 days (default setting).

  • After 3 days: Automatic retries stop, but administrators can still manually resend the email from the member’s profile by clicking Send Update Payment Email.

How to Add Your Failed Payment Email in Rhōmb

  1. From your admin dashboard, go to Waivers/Notices → Failed Payment Email.

  2. Paste in your custom email content (use the template above or your own).

  3. Save your changes.

Rhōmb will now automatically send this message whenever a recurring payment fails.

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