Overview

This article outlines how to investigate failed payments in CORE — including where to find detailed failure reasons, what actions you can take, and how to use reports to track recovery or client follow-up. Failed payments can result from expired cards, insufficient funds, or gateway issues.

🎥 Watch the walkthrough:

Click here to watch on Loom

Or preview it below:

 

Prerequisites

• Admin access to CORE
• Access to payment processing platform (Stripe or Ezidebit)

---

Step-by-step instructions

---

Step 1: Check failed payments in the Retail Dashboard

1. Go to Payments > Retail Dashboard.
2. Click on the Failed Payments section.
3. You’ll see a full list of failed transactions, including:
   • Client name, email, and phone
   • Amount due, net amount, and dishonor fees (if applicable)
   • Invoice date, failure date, and reason for failure
4. For each item, you can:
   • Cancel the invoice
   • Send a reminder email
   • Retry the payment
   • Edit or update card details

Tip: Common failure reasons include expired cards, insufficient funds, or “do not honor” rejections (often from AMEX).

---

Step 2: Use reports for payment failure history

1. Go to Reports > Financial Reports.
2. Run the Failed Payments Report or Failed Payment History Report.
3. These reports will show:
   • Timeline of failures
   • Recovery status
   • Whether the failure was eventually paid, cancelled, or left unresolved

Tip: These reports offer historical insights beyond the real-time dashboard.

 

 

 

 

 

 

---

Step 3: Investigate individual client payment status

1. Go to Clients and open the client’s profile.
2. Click the Payment Icon to view the Payments tab.
3. Scroll down to Payment Log.
4. Adjust the date filters to find relevant transactions.
5. Click the Eye Icon to view the Membership or Package involved.
6. Look at Recurring Payment Details to:
   • See gateway failure logs
   • Identify specific decline reasons
   • Retry payments manually if needed

Tip: Whether you're using Stripe or Ezidebit, gateway logs provide useful insight for support troubleshooting.

 

 

 

 

 

 

 

---

Expected outcome

You’ll be able to identify failed payments, understand the reason behind the decline, and take appropriate next steps — whether that’s retrying the payment, contacting the client, or adjusting billing settings.

---

FAQs

Q: Why does the failure reason say “Do Not Honor”?

A: This typically means the issuing bank blocked the transaction, often due to card type restrictions (common with AMEX).

Q: Can I retry a failed payment from the client’s profile?

A: Yes — go to their Payment Card and retry it directly from the Recurring Payment Details section.

Q: Will dishonor fees continue to stack on failed retries?

A: Yes — if configured, dishonor fees apply for each failed retry attempt.

---

Still need help?

Reach out to our support team via [email protected]