What’s the full process for failed payments and retries?

Why Use This Feature?

Understanding the full process helps you manage client expectations, reduce confusion, and decide when to take manual action.

Step-by-Step Instructions

1. A client’s payment attempt fails (due to expired card, insufficient funds, or other bank issues).

2. The payment status in LegitFit updates to Failed.

3. Stripe automatically schedules retries:

   • The number and timing of retries are controlled by Stripe using their Smart Retries method.

   • 8 retries will be sporadically applied over the following 15 days and cancelled on the 15th day if unsuccessful.

   • Clients will receive an email for each failed payment requesting them to update their payment details.

4. During this period, the client’s membership remains active unless you manually retry from their account or intervene.

5. If the client’s payment method is invalid (e.g. expired card):

   • The client can update their card details in their LegitFit account or via the email they’ve been sent.

   • Once updated, Stripe will automatically attempt the payment again.

What Happens Next

By following the full process, you’ll know when Stripe is still retrying, when client action is required, and when to take manual steps to manage memberships.

Success Tip

Proactively monitor failed payments and follow up with clients quickly — this reduces the risk of multiple retries and potential automatic cancellations.