When a recurring contribution fails

When a card expires or a recurring charge is declined, the recurring payment shows up under Finance → Lapsed subscriptions. From there you can retry the charge or reach out to the contributor.

See failed recurring contributions

1. Click Finance in the left menu, then the Lapsed subscriptions tab.
2. Check the counts at the top: Failing, At risk, and Retry-eligible.
3. Use the filters:
4. • Retry-eligible: you can try the charge again.
   • Needs the contributor: the contributor has to act, for example by updating their card.
   • All: every lapsed subscription.

You can also search by contributor, email, or tier.

Retry a charge

1. Choose Retry-eligible.
2. Find the subscription and click Retry.

Retry charges the card on file.

When the contributor needs to act

For subscriptions under Needs the contributor, contact the contributor and ask them to update their card. Once they do, you can retry the payment.

To email a group of lapsed contributors, build an audience segment under Marketing → Audience segments. You can also ask the Agent to Find contributors to win back.

Other places to check

• Transactions → Recurring lists every recurring contribution with its Next payment and Status. See Manage recurring contributions to pause, resume, or cancel one.
• The Retention and lapse report under Reporting shows lapse over time.

Questions? Email us at support@smartchange.app.

Updated on: 25/09/2026