Use case
A client's subscription payment didn't go through. Maybe their card expired, was declined, or had insufficient funds. Here is what ManyRequests does and what your client needs to do.
Note: This applies to subscriptions that clients pay by card through Stripe.
What happens when a payment fails
Stripe retries a failed subscription payment on the schedule set in your Stripe account. Each time an attempt fails, ManyRequests sends these notifications:
To your client: an email with the subject "We couldn't process your payment" and the attempt number (1st, 2nd or 3rd). It lists the plan and the amount, says you'll try again over the next few days, and has an Update billing information button that opens their Subscription page.
To your admins and portal admins: an email "Payment failed for [client name]" with the attempt number, the plan and the subscription status, plus a View client button.
To Slack: if you have connected Slack, the failure is also posted to your Slack workspace, and to the client's own Slack if their organization has one connected. See How to set up Slack integration.
What your client needs to do
Click Update billing information in the email, or go to Settings > Profile and account > Subscription in the portal.
Under Payment methods, click Add payment method and enter the new card. If they have more than one card, they open the card's menu and click Set as default on the one to charge.
Stripe charges the default card on its next retry. Your client doesn't need to do anything else.
What happens after the last retry
What Stripe does when every retry fails (cancel the subscription, mark it as unpaid, or leave it past due) depends on your Stripe settings. Check them in your Stripe dashboard under the subscription settings for failed payments. If Stripe cancels the subscription, ManyRequests marks it as cancelled too.
Choose who gets notified
Each admin can turn the failed-payment email on or off in Settings > Profile and account > Notification preferences: under Billing notifications, use the Email switch on the Client payment failed row. This notice is sent by email only, so the In app switch has no effect on it. Clients can turn off their own Payment failed email in their notification preferences.
Customize the client email
On the Pro plan you can change the subject, body and button text of the client email in Settings > Portal > Advanced > Email templates > Payment failed (retry). A custom subject replaces the default one, so the attempt number is no longer added. See How to edit email templates.
