Overdue & failed payments

When a member's card fails or a payment is missed, SmilePass doesn't just give up — it follows an automated overdue process.

What happens when a charge fails

• The invoice is marked overdue.
• SmilePass retries the charge automatically, on a schedule.
• The member is notified (email/SMS) with a secure link to pay or update their card.
• If it stays unpaid, the contract can move to an overdue state.

Card expiration

SmilePass checks for expiring cards and prompts the member to update their details before the next charge fails.

What the clinic should do

• Watch for members in an overdue state. The fastest way is the Membership list: set the Status filter to Overdue to see everyone behind, with their plan and start date. The dashboard's Activity Report widget also shows your Active / Suspended / Overdue split at a glance.
• Encourage the member to use the secure link they were sent (pay or update their card). You can also open the member and Create New Payment to re-send.

To confirm: the exact retry count and schedule, and whether a contract ever auto-cancels after prolonged non-payment (vs needing a manual Cancel). The retry-and-notify behaviour is confirmed; the precise timing is not yet documented.