--- title: CORE | Handle Failed Payments Overview description: failed payments overview --- [Skip to content](https://support.hapana.com/kb/article/763#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. [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) # CORE | Handle Failed Payments Overview ## Overview This article walks through how to identify, manage, and recover **failed payments** in CORE — including retrying charges, updating client payment details, enabling dishonour fees, and configuring retry attempts. Stay on top of failed payments to avoid lost revenue and unnecessary manual follow-up. 🎥 **Watch the walkthrough:** [Click here to watch on Loom](https://www.loom.com/share/4f83525aa5d742f888aa6c64d87a50ab?sid=abb450fb-eeb9-40bc-adbf-94962400ba5a) Or preview it below:     ## Prerequisites - Active membership set up for clients - Admin access to CORE - Stripe or EziDebit as your payment processor --- ## Step-by-step instructions --- ### Step 1: View failed payments (Retail Dashboard) 1. Go to **Payments** \> **Retail Dashboard**. 2. Click on **Failed Payments**. 3. You’ll see a list of all failed transactions with: - **Client details** - **Reason for failure** (e.g. expired card, insufficient funds) - **Invoice and failure date** - **Number of retry attempts** - **Dishonour Fee** (if enabled)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443060154_2e4abc74_image-20250603121348-66-1.png?width=470&height=190&name=1759443060154_2e4abc74_image-20250603121348-66-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443061057_23e35dd9_image-20250603121354-67-1.png?width=1400&height=456&name=1759443061057_23e35dd9_image-20250603121354-67-1.png)   --- ### Step 2: Actions for each failed payment Use the icons to: - **Update Card**: Replace expired or invalid payment method - **Retry Payment**: Attempt to charge the client again - **Send Email Reminder**: Notify client of failed payment - **Cancel Invoice**: ⚠️ Not recommended — doing so shifts fees to your business > Tip: Retry only after confirming updated card details or sufficient funds.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443062496_6b5b6a5b_image-20250603121403-68-1.png?width=247&height=134&name=1759443062496_6b5b6a5b_image-20250603121403-68-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443063315_c80df349_image-20250603121411-69-1.png?width=896&height=153&name=1759443063315_c80df349_image-20250603121411-69-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443064098_664da61e_image-20250603121417-70-1.png?width=236&height=140&name=1759443064098_664da61e_image-20250603121417-70-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443064981_96ed5343_image-20250603121422-71-1.png?width=892&height=784&name=1759443064981_96ed5343_image-20250603121422-71-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443066214_7e38bc0b_image-20250603121432-72-1.png?width=242&height=157&name=1759443066214_7e38bc0b_image-20250603121432-72-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443067078_169d8e03_image-20250603121438-73-1.png?width=448&height=146&name=1759443067078_169d8e03_image-20250603121438-73-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443067998_3ec72aab_image-20250603121447-74-1.png?width=236&height=136&name=1759443067998_3ec72aab_image-20250603121447-74-1.png)   --- ### Step 3: Investigate from client profile 1. Search and open the **Client Profile**. 2. Go to the **Payments** tab. 3. Scroll to **Memberships** \> Click the **Eye Icon** to open details. 4. Scroll down to **Payment History**. 5. Click the **Invoice Eye Icon** to see failure reason. 6. Retry payment or update card directly from here as well.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443068780_5e558132_image-20250603121458-75-1.png?width=748&height=230&name=1759443068780_5e558132_image-20250603121458-75-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443069691_e5604a05_image-20250603121507-76-1.png?width=745&height=491&name=1759443069691_e5604a05_image-20250603121507-76-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443070788_38bba5b5_image-20250603121513-77-1.png?width=1400&height=176&name=1759443070788_38bba5b5_image-20250603121513-77-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443071992_6e4e75d5_image-20250603121519-78-1.png?width=1104&height=199&name=1759443071992_6e4e75d5_image-20250603121519-78-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443072854_cec9653b_image-20250603121524-79-1.png?width=1163&height=809&name=1759443072854_cec9653b_image-20250603121524-79-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443074173_57be6d7f_image-20250603121533-80-1.png?width=1100&height=170&name=1759443074173_57be6d7f_image-20250603121533-80-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443074968_3ca94334_image-20250603121541-81-1.png?width=1100&height=170&name=1759443074968_3ca94334_image-20250603121541-81-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443075802_f8b185c9_image-20250603121547-82-1.png?width=827&height=763&name=1759443075802_f8b185c9_image-20250603121547-82-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443076836_8da91fe2_image-20250603121555-83-1.png?width=779&height=236&name=1759443076836_8da91fe2_image-20250603121555-83-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443077763_e25befd4_image-20250603121602-84-1.png?width=850&height=134&name=1759443077763_e25befd4_image-20250603121602-84-1.png)   --- ### Step 4: Enable and manage dishonour fees 1. Go to **Payments** \> **Retail Configurations** \> **Retail Settings**. 2. Scroll to **Dishonour Fee**. 3. Click the **Pencil Icon**. 4. Enable the feature and enter an amount (e.g. $5 or $10). 5. Click **Save Changes**. 6. Once set, the **Dishonour Fee** column will show in Failed Payments. > Tip: This allows you to recover processing costs from clients who fail payments.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443078580_0bf06714_image-20250603121611-85-1.png?width=449&height=484&name=1759443078580_0bf06714_image-20250603121611-85-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443079666_bd08a701_image-20250603121617-86-1.png?width=1751&height=619&name=1759443079666_bd08a701_image-20250603121617-86-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443081203_f191b045_image-20250603121627-87-1.png?width=525&height=174&name=1759443081203_f191b045_image-20250603121627-87-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443082007_74c8ff88_image-20250603121636-88-1.png?width=461&height=180&name=1759443082007_74c8ff88_image-20250603121636-88-1.png)   --- ### Step 5: Configure transaction fee preferences Still under **Retail Settings**: - **Transaction Fee Preferences** allow you to decide whether: - **Clients absorb card processing fees**, or - **The business absorbs the fees** - Choose the setting and click **Save Changes**.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443082856_3d6fc8f8_image-20250603121643-89-1.png?width=1325&height=222&name=1759443082856_3d6fc8f8_image-20250603121643-89-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443083677_2734c6ec_image-20250603121648-90-1.png?width=517&height=181&name=1759443083677_2734c6ec_image-20250603121648-90-1.png)   --- ### Step 6: Set automatic retry attempts In **Retail Settings**, find **Retry Failed Payments** and configure: - **Interval** between retries (e.g. 2 days) - **Maximum retry attempts** (e.g. 5 times) > Example: A payment fails Monday → retried on Wednesday → then Friday, and so on, up to five total attempts.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443084585_d7875120_image-20250603121659-91-1.png?width=1324&height=324&name=1759443084585_d7875120_image-20250603121659-91-1.png)   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759443085686_58fdaf03_image-20250603121709-92-1.png?width=428&height=217&name=1759443085686_58fdaf03_image-20250603121709-92-1.png)   --- ## Expected outcome By configuring your retry rules and dishonour settings, and checking failed payments daily, you’ll reduce lost revenue and speed up payment recovery without needing to chase every failed charge manually. --- ## FAQs **Q: What happens if I cancel a failed invoice?** A: The invoice is voided and any transaction fees are absorbed by your business. **Q: Can I resend payment details to the client?** A: Yes — use the **Email Reminder** icon from the Failed Payments screen. **Q: Are failed payments retried automatically?** A: Yes — based on your **Retry Failed Payments** settings in Retail Settings. --- **Still need help?** Reach out to our support team via [support@hapana.com](mailto:support@hapana.com) - 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