Processing a Past Due membership payment

To view status of a membership, this can be done in one of two ways:

• Go to Services > Memberships, open the membership and view the Members list at the bottom of the page
• Or, go to the individual customer's profile and select the Activity tab where all their cancelled and current memberships will be listed.

If a membership payment has failed, the status of the membership will display as "Past Due". If you need to reprocess the payment, this can be done the following way

1. In Swift Admin, go to the customer's profile
2. Select the Activity tab
3. Click on the More (three dots) button next to the membership, and select Retry Payment
4. Next to the transaction with a "To_Bill" status, click the Retry button
5. If the payment is successful, the membership will change to an Active status

For our customers who are on our older billing platform where memberships are processed as Subscriptions on Stripe,

A membership payment may fail for various reasons, such as insufficient funds on the customer's card, an expired card, or a declined payment by the bank. When this happens, the membership status will automatically change to Past Due.

To manually reprocess a Past Due payment and restore the membership to Active, follow these steps:

1. In Swift Admin, navigate to the member's profile
2. Select the Payments tab
3. Click on the Stripe ID link, which will open that member's Stripe profile in a new tab/window
4. Scroll down to the Invoices section, and click on the Invoice that's in a red Retrying or Failed state
5. Click on the "Charge Customer" button in the top right corner
6. Confirm the payment details and select the payment method (usually the card on file).
7. Click Submit to process the payment.

If the payment is successful:

• The membership status will automatically update to Active.
• The billing cycle will resume as scheduled.

If the payment fails again:

• Confirm with the customer that their card details are correct and that there are sufficient funds.
• You may also click Edit Payment Method to add or update the customer’s card details, and then retry the payment.