Recommended procedure for failed direct debits

In this article

• Different payment statuses
• Send an automatic payment reminder email
• Updating the payment details

Different payment statuses

The payment status shown in your Orders section for an unsuccessful payment can already give a hint as to the reason why a payment might be unsuccessful.

The status verification needed indicates that the payment has not yet been completed on the yogi’s side. They may still have to allow the payment in their banking app or verify that they wish the payment to go through in a different way. Yogis will also receive an email informing them that action is still needed from their side if this status appears.

If the status shows failed, that means that the payment was unsuccessful and must be attempted again by the yogi.

Send an automatic payment reminder email

In case of a failed payment, we recommend sending them a payment reminder email. This ensures that the yogi is made aware of the unsuccessful payment attempt and can re-try it through the payment link contained in the email. You can send a payment reminder email by selecting the failed payment, where you will see the option to either confirm the payment if you received it externally from Momoyoga, or send a reminder email.

Tip: You can read more about how to send an automatic payment reminder email in this Help Center article.

Updating the payment details

Note: A payment through a payment reminder email is a one-time payment. If the payment fails due to an expired credit card or due to incorrect information given, yogis will have to update their payment information to ensure that the direct debit for the following iteration is successful.

Yogis can update their payment details in their profile by following these steps:

1. Select their profile in the top right corner of their screen
2. Click on edit payment details
3. Make the necessary changes
4. Click on save

The payment information saved here is used to create a direct debit each month, so it is important that the saved payment details are up to date.

Tip: Are you using Stripe Connect and did the payment fail for a reason which is unclear? Our customer support team is happy to look into a specific online payment for you to give you more information about the reasons for an unsuccessful payment. You can contact us via info@momoyoga.com.