What Rekarro does automatically
- Marks the payment as Failed while the subscription stays Active during retries.
- Emails the customer with the failure reason.
- Schedules retries on the standard schedule.
- Sends a final warning email 1 day before the last retry.
- Pauses or cancels the subscription after the last failed retry.
What you should do
1
Check the failure reason
Open the payment record in Payments to see the failure message.
2
Send an update link
Open the customer profile and use Customer Actions > Update Card to
send or copy a payment method update link.
3
Retry when the customer is ready
Use Retry on the failed payment after the customer confirms their
payment method is updated.
4
Resume if needed
If the subscription was paused, open it and click Resume.
Best practices
- Reach out early for high-value customers instead of waiting for all retries.
- Keep Failed Payments set to Pause if you want to preserve members.
- Review failed payments weekly so they do not stack up.