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Why are member payments failing or not processing?

Common causes and resolutions for payment failures

Card Payment Failures
When a card payment fails, the most common causes are:

  • The member's card has expired or been replaced.
  • Insufficient funds at the time of billing.
  • The card details on file are incorrect.

How to Resolve a Failed Card Payment
1. Navigate to Members >> [Member Name] >> Billing to view their payment status.

  1. Ask the member to update their card details via the Octiv app ( My Profile >> Payment Details ).
  2. Once updated, retry the payment: Accounts >> Subscriptions >> find the member >> Actions >> Retry Card.

Recurring Membership Payments Not Running
If recurring payments are not running for a member:

  1. Confirm the member is on a billing cycle package with the correct payment type (Card Subscription).
  2. Check that the member has an active card linked to their profile.
  3. Verify the billing date and next charge date: Accounts >> Subscriptions >> [Member] >> Next Billing Date.
  4. If the member is on hold, payments are paused until they are taken off hold.

Member Being Charged Incorrectly
1. Check the member's active package and billing settings: Members >> [Member] >> Billing.

  1. Review their invoice history: Accounts >> Invoices >> search by member name.
  2. If a duplicate invoice was generated, contact Octiv Support — do not delete invoices manually. Octiv Support will zero the duplicate to preserve the audit trail.

How to Update a Member's Billing Details
Members >> Manage >> [Member] >> Billing >> Update billing details

Note: clicking "Update billing details" sends the member an onboarding email prompting them to add or update their card.

⚠ For Paystack (South Africa) card payments, settlement is not immediate. A settlement reaches your bank account 2 working days after a successful payment. Check Accounts >> Settlements for payout status. If a Settlement Missing After 2 Working Days, contact Octiv Support on support@octivfitness.com

Refund for Paystack / South African Card Payments
For PayStack transactions, contact support@octivfitness.com and we will process the refund. These refunds typically take 3–12 business days to reflect.