Where to find it
To view and manage these transactions, navigate to: Overview -> Insights & reports -> Rescue payments.
Why do payments fail?
A payment shows up on this list if the initial charge was unsuccessful. Common reasons include:
Insufficient Funds: The account does not have enough money at the time of the transaction.
Invalid Payment Method: The user hasn't added a card or their current one has expired.
Bank Restrictions: The card might not be activated for online use or requires 3D Secure (3DS) authentication.
Understanding Payment Statuses
Automatic Retry: Our payment provider is automatically making recurring attempts to draw the money. You don't have to do anything at this point; the system is handling the recovery for you.
In-app notice: The system has flagged the user within the Mana app. When a payment isn't paid, it is always visible on their account, and they will be prompted to pay whenever they open the app.
Payment Link: A direct link has been generated and sent to the user via email.
Failed: The automatic retries were unsuccessful or a link has expired.
How to Resolve Failed Payments
When a payment reaches the Failed status, manual action is required:
Locate the entry and click the three dots (...) next to the user's name.
Select "Send payment link" to email a fresh link to the customer.
Proactive Outreach: We suggest reaching out to the customer personally after sending the link. A quick message ensures they see the email and helps resolve any bank issues.
Note: If a payment is no longer relevant, you can remove it from the list by clicking the three dots and selecting "Cancel payment".
Best Practices for Success
To keep your revenue consistent, we recommend the following workflow:
The "Goal of Zero": Aim to keep the Rescue Payments list as close to 0 as possible. Any item here is pending revenue.
Weekly Audits: Check this tab at least once a week to catch errors before they pile up.
The "27th" Strategy: If your business runs on a monthly cycle, most payments likely trigger on the 27th. Monitor this tab on the 27th and for the following few days to catch failed membership renewals immediately.