When a recurring renewal payment does not go through, the membership moves into the red "Renewal Failed" status. At that point, the scheduler pauses. The system stops attempting the monthly or annual charge on that card and waits for someone on your team to review it.
So if you notice a payment that failed one month and then nothing the following month, that is expected behavior. The membership is paused on purpose, and it stays that way until the card situation is resolved.
If there was no valid card on file at all, the system will not create a failed transaction to display, even though the membership still shows "Renewal Failed." That is why a profile can show the red status while the transaction list has no matching failed charge.
This pause is a deliberate, conservative design choice. Holding the membership after a failed renewal keeps your office in control and prevents several common problems:
- It avoids repeated declines on a card that is lost, stolen, expired, or out of funds.
- It keeps additional issues from piling up for the patient.
- It protects past-due members from being accidentally overcharged.
- It keeps a person on your team in the loop before billing resumes.
In short, the pause is a safety step that keeps billing accurate and gives your office control over what happens next.
Once the card is sorted out, getting the membership running again is quick. There are two paths:
If the patient renews using the renewal link sent by email or text, the failed status clears automatically and your office does not need to take any further action.
- Open the patient's membership and click the red "Renewal Failed" button or the "Review Failed Renewal" link. A popup shows the specific reason the renewal failed.
- Update or confirm the card on file.
- Click "Clear Failed Status and Retry." The charge typically runs within one to two minutes, and the membership resumes its normal schedule.
If the membership is significantly past due, clearing the status will process all past-due charges in succession, which can mean several charges run back to back. If that is a concern, follow Scenario B below before you clear the status.
The membership stays in "Renewal Failed" and waits for your team to clear it manually, even after the new card is added. Once you clear the status, the scheduler catches up any past-due charges to bring the membership current. If the member is several months behind, watch for multiple charges running in a row.
When a member has not paid for several months, pause before clearing. You can process a manual payment to partially catch up, and adjust the renewal dates so the system does not fire off multiple automatic charges at once. After those adjustments, clear the failed status to resume normal billing.
Clearing the status only helps once the patient has actually updated their payment information, so good communication is half the job. Keep in mind:
- A patient who has opted out of text messages will not receive SMS renewal reminders. Reach them by email or a quick phone call instead.
- Confirm the patient's email, mobile number, and billing address are current so renewal reminders and notifications actually land.
The "Review Failed Renewal" and "Clear Failed Status and Retry" tools give your office far more control over the billing scheduler than the previous system offered. They are part of the upgrades that came with Smile Advantage Processing.
The "Renewal Failed" status is a built-in safety step. Once the patient's card is updated and you clear the status, the membership picks right back up, and your billing stays accurate the whole way through.