Failed Payments Report – Vagaro Support

The Failed Payments report identifies customers' auto-renewal payments for packages and memberships that were not successfully processed, along with the reason. You can use this list to contact customers directly and let them know their payment was not successful. Customers will also receive a notification email with a link to update their card information to reactivate their package or membership before it is used again.

Prerequisites: This feature is available for all Vagaro businesses. At least one customer must have already purchased a membership or package.

On a Phone

To run the Failed Payments report:

Select More → Reports → Failed Payments.
At the top of the screen, select Date Range to change the report's date range. The report is automatically updated each time you select a different date range.
To filter your report, select Filter , change the following filters as needed, and then select Run Report.
- Customer: Search for and select one or more customers, or Select All.
- Type: Select whether to generate a report for failed payments for Packages and/or Memberships.
- Sort By: Select the criteria to sort the report by.
Optionally, to export your report, select Action , then choose an option:
- Print: Print your report if your device is connected to a printer.
- Export PDF or Export Excel: Save the report to a PDF or Excel file.

On a Computer, Tablet, Pay Desk, or PayPro

To run the Failed Payments report:

Select Reports → Failed Payments.
Optionally, at the top of the screen, set the filters for your report, then select Run Report.
- Date Range: Select the start and end dates of the report, then select Submit.
- Customer: Search for and select one or more customers, or Select All.
- Type: Select whether to generate a report for failed payments for Packages and/or Memberships.
To export or print this report, select an option in the bottom-right corner:
- Print : Get a hard copy of the report.
- Export : Save the report to an Excel or PDF file (web version only).

What's in This Report?

The generated report shows the following information:

Failed Payment Date: Date when the package or membership failed to auto-renew.
Customer: The name of the customer who purchased the package or membership.
Membership/Package Name: The name of the package or membership that was being renewed.
Credit Card No.: The last four digits of the customer's card on file that was charged to renew the package or membership.
Amount: How much was being charged to the customer's credit card to renew the package or membership.
Type: Whether the renewal was for a Package or a Membership.
Status: Whether the renewal Failed again on the next attempt to charge the customer's credit card, or was finally Paid.
Reason: Why the renewal payment was unable to be processed successfully.