--- title: Understanding the Difference between Outstanding and Failed Payments description: outstanding and failed payments --- [Skip to content](https://support.hapana.com/kb/article/710#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Member Management](https://support.hapana.com/member-management?hsLang=en) 3. [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) # Understanding the Difference between Outstanding and Failed Payments ## Overview Knowing the difference between an **outstanding payment** and a **failed payment** helps you take the right next step — whether that’s updating payment info, processing a transaction, or following up with the client. This guide breaks down how both work and what to do in each case.   🎥 **Watch the walkthrough**: [Click here to watch on Loom](https://www.loom.com/share/9fb5ab8bb6914066add6a3d410a0f77b) Or preview it below:   ## Prerequisites Before you begin: - Have access to the **Retail Dashboard** and **Payments** section - Understand how to **process a sale** and **edit a client’s payment method** - Confirm that clients have **active memberships or packs** when reviewing payment issues --- ## Step-by-step breakdown --- ### What is an outstanding payment? An **outstanding payment** usually happens when a payment was never submitted or properly processed. **Common causes:** - No payment method is attached to the client’s account - A sale was made but no payment method was selected during checkout - The sale was exited before selecting “credit card,” “cash,” or another method **How to fix it:** 1. Go to **Payments \> Retail Dashboard** 2. Find the payment under the **Outstanding Payments** section 3. Click the **green shopping cart 🛒** to try processing again (after updating payment info if needed) 4. Or click the **red bin 🗑️** to remove the payment if it’s no longer needed ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444628778_464bba6a_image-20250527151925-42-1.png?width=2048&height=1273&name=1759444628778_464bba6a_image-20250527151925-42-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444630579_04264b33_image-20250527151935-43-1.png?width=2048&height=1273&name=1759444630579_04264b33_image-20250527151935-43-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444632244_bfa83992_image-20250527151946-44-1.png?width=2048&height=1273&name=1759444632244_bfa83992_image-20250527151946-44-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444634264_5c930819_image-20250527151955-45-1.png?width=2048&height=1273&name=1759444634264_5c930819_image-20250527151955-45-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444636618_ab91513b_image-20250527152006-46-1.png?width=2048&height=1273&name=1759444636618_ab91513b_image-20250527152006-46-1.png) --- ### What is a failed payment? A **failed payment** occurs when a client has an active membership or pack, but the system attempts to charge a stored card or bank account and it doesn’t go through. **Common causes:** - Expired card - Card removed mid-membership - Insufficient funds - Technical failure with the payment gateway **How to fix it:** 1. Update the client’s card or bank details in their profile 2. Retry the payment from the failed payment log or retail dashboard 3. Follow up with the client if multiple retries fail > ✅ Tip: Set up automatic retry attempts in your billing settings — but don’t rely on automation alone. Follow up manually after the second failed attempt. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444638654_fd07b5b2_image-20250527152039-47-1.png?width=2048&height=1273&name=1759444638654_fd07b5b2_image-20250527152039-47-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444640494_ee5cebde_image-20250527152050-48-1.png?width=2048&height=1273&name=1759444640494_ee5cebde_image-20250527152050-48-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444642628_3d383b64_image-20250527152100-49-1.png?width=2048&height=1273&name=1759444642628_3d383b64_image-20250527152100-49-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444644422_15328a72_image-20250527152110-50-1.png?width=2048&height=1273&name=1759444644422_15328a72_image-20250527152110-50-1.png) --- ## Expected outcome Understanding the difference between these payment types helps you decide whether to retry, delete, or chase up a payment — and ensures no revenue slips through the cracks. --- ## FAQs **Q: Can I set how many times the system retries a failed payment?** A: Yes — your system can be configured to retry a set number of times. Contact support if you need help adjusting these settings. **Q: What happens if I forget to select a payment method during a sale?** A: The system will create an **outstanding payment** — you can find and resolve it in the Retail Dashboard. **Q: Can I process a failed payment the same way as an outstanding one?** A: Yes — as long as the payment method has been updated, you can manually retry either type of payment. --- **Still need help?** Reach out to our support team via [support@hapana.com](mailto:support@hapana.com) - [Member Management](https://support.hapana.com/member-management?hsLang=en#main-content) - [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) - [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) - [Edit Profile](https://support.hapana.com/member-management?hsLang=en#edit-profile) - [Retail Configurations](https://support.hapana.com/member-management?hsLang=en#retail-configurations) - [Other](https://support.hapana.com/member-management?hsLang=en#other) - [Schedule](https://support.hapana.com/member-management?hsLang=en#schedule) - [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) - [General](https://support.hapana.com/member-management?hsLang=en#general) - [Reporting](https://support.hapana.com/member-management?hsLang=en#reporting) - [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) - [Team Settings](https://support.hapana.com/member-management?hsLang=en#team-settings) - [Hapana Member Access Control (MAC) Doors](https://support.hapana.com/member-management?hsLang=en#hapana-member-access-control-mac-doors) - [Cash Drawer](https://support.hapana.com/member-management?hsLang=en#cash-drawer) - [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en#main-content) - [App](https://support.hapana.com/marketing-solutions?hsLang=en#app) - [Contacts](https://support.hapana.com/marketing-solutions?hsLang=en#contacts) - [Marketing](https://support.hapana.com/marketing-solutions?hsLang=en#marketing) - [Conversations](https://support.hapana.com/marketing-solutions?hsLang=en#conversations) - [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) - [Automations](https://support.hapana.com/marketing-solutions?hsLang=en#automations) - [Branded Solutions](https://support.hapana.com/branded-solutions?hsLang=en#main-content) - [Branded App](https://support.hapana.com/branded-solutions?hsLang=en#branded-app) - [Branded Kiosk](https://support.hapana.com/branded-solutions?hsLang=en#branded-kiosk) - [Hapana Hub](https://support.hapana.com/hapana-hub?hsLang=en) - [Website Embed Widgets](https://support.hapana.com/website-embed-widgets?hsLang=en) - [About us](https://hapana.com/about-us/) - [Careers](https://hapana.com/careers/) - [Contact us](https://hapana.com/contact-us/) - [Privacy policy](https://hapana.com/privacy-policy/) - [Terms & conditions](https://hapana.com/terms-and-conditions/) [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png "email-logo.png")](http://hapana.com?hsLang=en) Copyright © 2025, Hapana