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How to retry a failed payment

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Learn how to retry a failed session payment using your saved card or switch to a different payment method.

Guide

Step-by-Step

1

Open your client portal

Go to your client portal and look for the failed payment alert on the Overview or Appointments tab.

2

Choose how to fix it

Select Retry Now to charge your saved default card, or choose Use a different card if you want to update your payment method first.

3

Add or update your card if needed

If you choose a different card, open Payments > Payment Methods and add a new payment method.

4

Retry the payment

Return to the failed payment alert and retry the charge once your preferred card is saved.

How to retry a failed payment

If a session payment fails, you can now resolve it yourself directly from your client portal.

Where you’ll see the alert

If a payment doesn’t go through, we’ll show a failed payment alert in:

  • Overview
  • Appointments

The alert will tell you which session was affected and may also show the reason the payment failed.

Option 1: Retry with your saved card

If you already have a saved default card, you can tap Retry Now or Retry Payment.

We’ll attempt the charge again using your current default card.

Option 2: Use a different card

If you want to pay with a different card, choose Use a different card.

This takes you to Payments > Payment Methods, where you can:

  1. Add a new card
  2. Set it as your default payment method if needed
  3. Return to your portal
  4. Retry the payment again

Important notes

  • The retry will use your default saved card
  • If no saved card is available, you’ll be asked to add one first
  • If the payment keeps failing, you may need to contact your bank or try another card
  • After too many failed attempts, you may need to contact support for help

Need more help?

If you still can’t complete the payment after updating your card details, please contact support through the help center.

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