Customer payment failed

[lucid zealot]

Hi, a customer payment for a sub has failed because it is a prepaid card with no funds.

Is the payment re-tried automatically after he receives the alert emails?

Does he have to change the payment method or he can simply add the funds and re try the payment manually from customer portal?

Thanks

[river gyro]

• Automatic retries: Yes, failed subscription payments are typically retried based on your configured retry/dunning settings. If retries are enabled, the system will attempt again automatically.

• Customer action options:

  • They can add funds to the same prepaid card → next retry (auto or manual) can succeed.
  • Or update the payment method if the card is unreliable.

• Manual retry: If the customer portal supports it, they can retry the payment manually after adding funds or updating the card.

If you want exact retry timing, check your dunning/retry configuration in the dashboard.

[lucid zealot]

Where can I find the dunning/retry configuration in the dashboard?

[fickle fern]

@round fjord please help here

[flat stirrup]

https://app.dodopayments.com/settings?tab=recovery

We’re also launching a smart retry feature for subscriptions soon. Keep an eye on #📢announcements for the update.