Failed payments can occur when a subscriber’s payment method is declined. Content Vault allows you to configure automated retries and decide what happens if a payment ultimately fails. This ensures a smoother subscription experience for both you and your customers.

Step 1: Configure Failed Payment Settings

1. In the Content Vault dashboard, go to Settings.
2. Scroll down to the Failed Payments section.
3. Configure the following options:
   • Retry Attempts – Set how many times Content Vault should retry a failed payment before taking further action.
   • Retry Interval – Define how often the system should attempt to reprocess a failed payment (e.g., daily, every 3 days, weekly).
   • Action After Failed Retries – Decide what happens if all retries fail:
     • Cancel Subscription – The subscription is automatically canceled.
     • Pause Subscription – The subscription is paused, allowing the customer to update their payment method and resume access later.
     • Skip Next Billing Cycle – The failed payment is skipped, and the subscription continues to the next cycle.
4. Click Save to apply your changes.

Step 2: Handling Cancellations

• When a subscriber cancels or pauses their subscription, you have a few important options for how access is managed:
• Customer file access after cancellation – You can decide whether customers:
  • Keep access to previously downloaded files only until the end of their billing cycle, or
  • Retain permanent access to files they received during their subscription.
    This setting is configured individually for Content Vault and Content Drip subscriptions.
• Pausing subscriptions – From the Customers page, you can pause a subscription. This temporarily suspends access until the customer resumes payment.

⚠️ Note: You cannot manually reactivate a canceled subscription. Customers would need to resubscribe through your storefront.

Best Practices

• Set multiple retries – Configure at least 2–3 retries with reasonable intervals to reduce involuntary churn.
• Notify subscribers – Use email notifications to alert customers before their payment fails so they can update their card details.
• Review regularly – Check the Failed Payments list periodically to follow up with customers and improve retention.

✅ That’s it! With these settings in place, Content Vault will automatically handle failed payments and cancellations—helping you minimize churn and keep your subscribers happy.