Processing a Past Due or Failed membership payment

A membership falls into Past Due status when their membership payment fails. This could happen for several reasons related to their payment card:

• Insufficient funds

• Their payment method has expired

• Their card has declined

To view status of a membership, this can be done in one of two ways:

1. Go to Services > Memberships, open the membership and scroll down to the bottom of the page to view the Members list. You will see the status of each member. Anyone listed
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2. Or, go to the customer's profile in Admin and select the Memberships tab where all their current and cancelled memberships will be listed.

If a membership payment has failed, the status of the membership will display as "Past Due".

If you need to reprocess the payment, this can be done the following way:

1. In Swift Admin, go to the customer's profile
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2. Select the Memberships tab
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3. Click on the More (three dots) icon next to the Past Due membership, and select Retry Payment
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4. Next to the transaction with a "To_Bill" status, click the Retry button
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5. If the payment is successful, the membership will change to an Active status

Facilities who are on the Stripe billing platform

Some facilities may still be on the older, Stripe billing platform. For facilities who are still processing memberships and membership payments as Subscriptions in Stripe, you will need to process Past Due membership payment the following way:

1. In Swift Admin, navigate to the customer's profile
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2. Select the Billing tab
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3. Click on the Stripe Customer Profile link, which will open that member's Stripe profile in a new tab/window (You may need to log into the facility's Stripe account).
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4. In the customer's Stripe profile, scroll down to the Invoices section and click on the latest Invoice that's in a red Retrying or Failed state
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5. Click on the Charge Customer button in the top right corner
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6. Confirm the payment details and select the payment method (usually the default card on file)
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7. Click Submit to retry the payment.

If the payment is successful:

• The membership status will automatically update to Active in Stripe and Swift
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• The billing cycle will resume as scheduled.

If the payment fails again:

• Confirm with the customer that their card details are correct and that there are sufficient funds. They may need to contact their bank to check if there are any restrictions placed on their card.
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• You may also click Edit Payment Method to add or update the customer’s card details, and then retry the payment.