Why Do Payments Fail?

Navigation: Financials > Payment Reports

Click here to learn how to resolve failed payments

Payment collection can fail for a number of reasons, including insufficient funds, pre-approval expired, not linking the correct funding source to a PayPal account, expired debit/credit card etc.

When a payment fails, an email alert is sent to the contact giving them instructions of what they need to do.  Administrators with full access rights are CC’d into this alert.

The failed payment will also show in the payment table of the contact's payment history which is at the bottom of their record. Clicking on 'Details' alongside the failed payment will display the reason for the failure.

The reasons for failure are passed straight through from our payment partners, PayPal, London & Zurich and GoCardless and can sometimes be a little cryptic!

The failed payment will also be shown in the Cancelled/Failed Transaction Report under the menu option Financials > Payment Reports.  The failed payment will be shown as a red 0.00.  Clicking on the 0.00 will display a pop-up with the detail of the failed payment.

You can acknowledge a failed payment (in order to clear it from your failed transaction list) by ticking the Acknowledge box in the pop-up.   

When a contact is pre-authorised and payment fails, the system will continually try to collect payment at midnight (GMT) each day until successful.

A contact without pre-authorised payments will see the payment as outstanding in the payment basket of their contacts' online account.  They will need to login to their account in order to initiate payment again.

If a contact logs into their LoveAdmin account and goes to their Payment page following a failed payment alert, they will see a message that gives them instructions on what to do.

How Do I Know When a Payment Has Failed?

This help guide sets out how you will be notified of a failed payment.

Payment collection can fail for a variety of reasons ranging from insufficient available funds, an expired pre-approval mandate, not linking the correct funding source to a PayPal account or an expired debit/credit card to name but a few.

What Happens When a Payment Fails?

When a payment fails, an email alert is sent to your contact giving them instructions of what they will need to do. Administrators with full access rights are also copied into this alert. This alert will be sent from [e-mail].

The system will also update your financial reports in the following ways:

1. The failed payment will be added to the number of ‘Failed transactions’ in your financial reports.
   To view this, hover over ‘Financials’ and select ‘Payment reports’.
2. Outstanding payment reports will display a red ‘0.00’ amount in the ‘Paid’ column for any payments that have failed.
3. The failed amount will show in the ‘Cancelled/Failed/Chargeback’ column displayed in the ‘Payment History’ section at the bottom of a Contact’s record.

To find out more information on why a payment may have failed, click here.