How Past Due Status with Subscriptions Work

How Past Due Status in Subscription Works

When a Payment Method Expires or Fails

Sometimes payment methods expire or fail, and customers may not notice immediately. When this happens, the app provides tools to notify both customers and admins:

  1. Customer Alerts: Logged-in customers are notified of their payment status within the app.
  2. Admin Alerts: Admins can view past-due accounts in the Manager, filter by "past due," and send targeted push notifications to affected users.

User Experience

Step-By-Step

Customers updating their past due status: 
  1. Open your app. 
  2. If not already logged in, customers must log in using the email address associated with their membership.
  3. On the Home Screen, the user can tap on the Card icon or the Subscriptions button (depending on how you configured it), to access their Membership/Subscription. 

  4. If the customer's membership payment is past due they will see an alert on the card icon and on their card.   


  5. They will also see alert messages when on your Subscriptions list screen, and their membership/subscriptions benefit screen. 


  6. In order to resolve this they need to click on the "Past Due Button" or "Manage" button and either 'retry' their existing payment method or add a new payment method to resolve the issue.   

  7. Once they've updated their payment method and hit update, it will change their status back to Active. 

  8. All the 'alerts' will disappear and the customer is good to go moving forward! 

View Customer who is Past Due

  1. From the Quick Start Page in your admin dashboard, click Subscriptions
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  2. A new tab will open up and on the ensuing page, you have two options, if you want to see all past due status for a specific Membership click on Memberships.
    1. Adjust the filter to show Past Due status; default is "active" status.  


  3. If searching for a specific customer you can click on Customers, and use search to find them (email or name), then check their status under their Membership tab. 

  4. For additional details you can view their payment history and other information directly in Stripe.  


  5. Lastly, to further alert customers, you can export all customers with past due status and then use that file to send a targeted push notification. 

Both processes ensure a smooth experience for customers and admins:

  • Customers are alerted in the app with clear steps to resolve past-due payments.
  • Admins can monitor and manage past-due accounts, send targeted push notifications, and ensure memberships stay active.

By following these steps, you can reduce payment disruptions and improve customer retention.