FAQ: Why did my automatic payment fail to charge my client’s account?

The following criteria has been put in place to determine whether an automatic payment for a Purchase Option can be charged to a client’s account:

  • If the automatic payment is less than or equal to $1000 (USD), the client will be successfully charged.
  • If the automatic payment is greater than $5000 (USD), the transaction will fail, and the client will not be charged.
  • If the automatic payment is greater than $1000 (USD) and less than or equal to $5000 (USD), WellnessLiving will perform additional checks based on the Duration and Auto-payments period set for the Purchase Option to determine whether the client can be charged.

You can see the Duration and Auto-payments period for a Purchase Option under the General Information for that Purchase Option.  To set these and the other details of a Purchase Option, see Modifying a Purchase Option.

You can see the status of an automatic payment charged to a client through the Transactions page of their client profile and through the All Transactions Details Report.

If an automatic payment fails to charge a client, you must charge the client manually by debiting the client’s account an amount equal to the automatic payment.

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