---
title: Manage a failed customer subscription payment in Infinity3
description: "Check an unsuccessful recurring payment and choose the appropriate next step without creating an unnecessary second charge. This guide covers subscriptions your business collects from customers. For your own Infinity3 subscription, contact Infinity3 about billing support. #### Before you start…"
url: "https://www.infinity3.co.uk/help/manage-a-failed-customer-subscription-payment-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Payments & Invoicing"
---

# Manage a failed customer subscription payment in Infinity3

Check an unsuccessful recurring payment and choose the appropriate next step without creating an unnecessary second charge.

This guide covers subscriptions your business collects from customers. For your own Infinity3 subscription, contact Infinity3 about billing support.

#### Before you start

You’ll need access to **Payments** and the customer’s subscription. Identify the connected provider and unpaid billing period.

#### Check the payment

1. Open **Payments** → **Subscriptions**.
2. Find the customer’s subscription and review its payment details.
3. Check the failed attempt, outstanding amount and any related invoice.
4. Review the provider’s records and any scheduled retry before collecting payment another way.

Do not treat a processing payment as a confirmed failure.

#### Review retry options

For supported subscriptions, automatic retry settings appear under **Payments** → **Settings** → **Subscriptions**. Review the retry schedule and what should happen after unsuccessful attempts. Changes can affect existing subscriptions as well as new ones.

Manual **Retry Payment** is available for eligible NMI, Authorize.Net, Square and Mercado Pago subscriptions. It retries the oldest unpaid payment. Review the selected card and whether it should also be used for future payments before confirming.

Do not assume the same controls are available for Stripe. Check its recovery settings and the options shown for the subscription.

#### Check the outcome

Confirm the payment result and remaining balance. If several periods are unpaid, one successful collection may not clear everything.

Contact Infinity3 with the subscription reference, provider and error. Never send full card details.