How to retry a failed payment

Failed payments

Inugo facilitates for customers to retry failed payments in the Customer Management Portal

A user can retry a payment in the Inugo Customer Management Portal if they have the Customer Service role enabled. 

How to retry a payment

Process

1. Log into the Customer Management portal and choose revenue from the left side menu.

2. Failed payments will show a cross under the paid heading. 

3. Click the ellipse “...” on the transaction and choose retry payment.

The transaction history will update and show the transaction as either failed or paid dependent on whether the retired payment succeeds. Inugo does not retry payments on behalf of its customers. 

Frequent Queries

What happens to users with failed payments?

Transient sessions

If a user has opted into automatic gate lift, and their payment fails on exit, they will not be able to start a new session or make a booking until the payment is resolved. 

Bookings

Booking payments are always taken in advance, therefore the booking will not complete unless the user has pre-paid. For monthly bookings with scheduled payments, if a scheduled payment fails, and it is not rectified within 7 days, then the booking will be canceled. Access will cease when the current paid booking ends.