Below is a compilation of frequently asked questions designed to clarify how the recurring payment process works.

What happens if a payment fails? 

If a payment fails due to insufficient funds or outdated information, the payer receives a notification email. The recurring schedule will be canceled and will not be attempted again in the future. The payer needs to make a manual payment for the payment that failed and restart a new schedule, or call their insurance agency to restart their scheduled payment from the dashboard.

Who is notified of changes? 

Both the payer and the client receive email confirmations when a payment occurs. Payment notifications must be on in the dashboard for  client notifications. 

Will I be reminded before a payment is taken?

• Yes, payers receive an email reminder 2 days before the debit is attempted.
• Additionally, an automatic e-receipt is sent immediately after a successful transaction. The receipt is also sent to dashboard users subscribed to Payments Notifications.
  

What causes a payment to fail?

Common causes include out-of-date billing information (expired cards or old addresses), insufficient funds, or attempting a payment that exceeds the account's transaction limit.

What happens if I need to restart a schedule after a failure?

• If you restart a schedule and set the start date to a day in the past, the system will identify the past-due payment and process it immediately.
• The schedule will then resume its normal cadence for future payments.

Do I need to sign-up?

Creating accounts is completely optional, but is an option if the user would like to manage payments through an account.