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Automatic Subscription Charge Failed

Overview

Learn how FastSpring handles issues with automatic subscription charges.

FastSpring automatically attempts to bill customers at the specified interval for subscriptions with automatic renewals. A decline response from the credit card's issuing bank or organization or other reasons may cause an automatic subscription charges to fail.

To reduce the occurrence of declined charges due to expired or updated cards, FastSpring automatically requests an update of the payment account token from the cards' issuers five days before each automatic charge attempt for most subscriptions.

 Note

Managed Subscriptions may differ regarding the handling of failed charges.

Charge Failed Notifications

Immediately after receiving the decline response for an automatic subscription charge, FastSpring sends an email to the customer to notify that the subscription charge has failed. View and edit the email template for the subject line and body of this message via Settings -> Customer Emails -> Subscription -> Charge Failed. See Customer Notifications for more information.

Automatic Retries

FastSpring automatically retries the charge multiple times after an automatic subscription charge fails until the charge succeeds or the past-due subscription is canceled.

The automatic retries occur 1, 3, and 5 days after the most recent charge attempt, including the scheduled charge and retries. If optional payment overdue notifications are enabled for the subscription product, FastSpring also retries the charge immediately before sending each overdue notification.

  • First retry: 1 day after the initial charge decline
  • Second retry: 3 days after the previous declined retry
  • Third retry: 5 days after the previous declined retry

If a customer updates the subscription payment method via Customer-Facing Account Management before the automatic cancellation and assigns the updated payment method to the subscription, FastSpring automatically retries the subscription charge immediately. If that immediate retry is declined, the schedule above will continue without regard to the declined immediate charge attempt.

Overdue Notifications

To configure subscription-based products to send overdue notifications to a customer after a declined automatic subscription charge, see Subscription Pricing for setup instructions.

View and edit the email template for the subject line and body of the payment overdue notification messages via Settings -> Customer Emails -> Subscription -> Payment Overdue. See Customer Notifications for more information.

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