Billing Guides

Failed Billing

Sometimes member billing doesn’t go through — and that’s normal. Failed billing can occur for several reasons, including insufficient funds, expired or damaged cards, incorrect payment details, or bank declines.
GymMaster displays the failure reason returned by your billing provider so you can understand why the transaction did not process.

How to identify failed billing

To view all members with failed payments or overdue accounts, use the Reports > Debt Collection Report. The report lists all overdue accounts, including contact details and outstanding amounts.

View individual failed billing attempts on a member’s account by going to the Accounts and Billing tab and scrolling to Account History.
Failed payments appear with a red exclamation mark.

Click to expand a failed payment to see details, including the fail reason and the charges it was attempting to cover.
Some fail reasons are accompanied by your billing provider’s Error / Decline Codes.

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Steps to take when billing fails

If a member’s billing fails multiple times, GymMaster will mark the account as Pending Review, pausing automatic billing until staff intervention resolves the issue. Default setting is 4 missed payments.

To resolve failed billing:

• Contact the member to confirm their card or bank account is active, funds are sufficient, and there are no bank blocks.
• Some fail reasons are accompanied by your billing provider’s Error / Decline Codes. Contact your billing provider for guidance on the failure and next steps.
• Some fail reasons originate from the bank and may not be familiar to the provider.
• Contact GymMaster Support if the issue remains unresolved.

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Automate what happens when billing fails

GymMaster can automate responses to failed payments. Go to Settings > Advanced Configuration to configure:

• Billing Retry Interval: Automatically retry failed billing after a set timeframe
• Billing Fail Limit: Number of consecutive failed attempts before the member is marked Pending Review
• Collect Historic Debts: Enable debt collection for outstanding charges up to six months after membership expiry

Doors & Readers Settings enforce club access restrictions based on unpaid amounts:

• Stop After Owe – Time: Duration a member may continue accessing the club while in arrears
• Stop After Owe – Amount: Maximum unpaid amount allowed before access and bookings are blocked

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**Now all accounts are set up with automated email when billing fails; users can customise. **

Billing Guides