Payments fail for all sorts of reasons - insufficient funds, an expired card, a closed account. Nagaris retries failed payments automatically and gives you the tools to fix the ones that won't recover on their own.
Billing must be enabled for your organisation.
On the Payments page, the invoice's payment badge shows Failed - hover it to see the reason - or Retrying (n/3) / Retry scheduled (date) while an automatic retry is in play.
The Needs Attention quick filter and the Action Required summary card collect all invoices with a failed payment and no retry currently in flight.
On the invoice page, the payment journey shows Retrying, Retry Scheduled or Action Required (A payment attempt failed. Please review and take action.), and the timeline records each attempt, e.g. Payment Failed - Insufficient funds, Retry #1 Initiated.
Failed payments are retried automatically - the badge counts attempts out of 3, e.g. Retrying (1/3). When a retry is queued for a later date the badge shows Retry scheduled with the date.
You can turn automatic retrying on or off per invoice with the Retry failed payments switch - on the invoice page (shown once the invoice is no longer a draft) or in the invoice row's actions menu. Turning it off stops further automatic attempts for that invoice, for example if you'd rather chase the client directly; you'll see Auto-retry disabled (or Auto-retry enabled) to confirm. Auto-retry is on by default.
Hovering the Failed badge shows a plain-language reason. Direct debit dishonours include Refer to customer, No account or incorrect account, Payment stopped, Account closed, Invalid BSB and Customer deceased. Card declines include Refer to card issuer, Do not honour, Insufficient funds, Declined, Issuer temporarily unavailable, Withdrawal limit exceeded, Authentication required, Invalid card number, Expired card, Lost or stolen card, Suspected fraud and Processing error.
Some of these are temporary (insufficient funds, issuer temporarily unavailable) and often succeed on retry. Others are permanent - an invalid card number or a closed account will keep failing until the client provides new details. If you try to charge a payment method with a permanent failure on record, Nagaris shows a Previous payment failure warning (further payments are unlikely to succeed) and asks you to confirm with Continue anyway.
When the latest payment on an invoice has failed, a Retry button appears on the invoice row and invoice page. It opens the Retry Payment dialog, which shows the failure (Payment failed - Insufficient funds, for example) and offers:
Retry with existing payment method - Retry a bank account or card already on file. Pick the method (the last-used one is pre-selected), choose Charge Today or Schedule a date, review the fee preview and click Retry with the amount shown.
Request new payment details - Send the client a secure link to update their bank account or card. The invoice shows Payment Method Requested until they respond, and the Retry button will use their new details afterwards.
Once a retry has been scheduled for a later date, a Retry now button appears alongside the invoice in the invoice row actions. Use it if you don't want to wait for the scheduled date, for example because the client has confirmed funds are available.
Clicking Retry now opens a Collect payment now confirmation dialog explaining that this will attempt to charge the payment method immediately instead of waiting for the scheduled retry date. Confirm with Collect now to start the attempt right away, or Cancel to leave it on the original schedule.
Check the failure reason on the badge - a permanent reason means new details are needed, not another retry.
For an expired or broken card, open the client's Billing → Payment Methods and use Update card, or send the client the Copy card update link so they can re-enter the card themselves.
For a bank account problem, add and verify a new bank account, or send a payment details request.
If a specific payment keeps failing even after the details have been updated, contact support with the client and the amount.
A payment method that has failed before shows a warning indicator on its card in the client's Payment Methods list, so you can spot problem methods before scheduling more payments against them.
Failed once-off and recurring plan payments surface on the Payments page too, since each scheduled payment creates an invoice when it runs.
