Where to Find Failed Membership Payments in Collar

This article explains where to find failed membership payments in Collar. Failed membership payments don’t appear under Bookings → Payment, because that list only covers booking payments. Unpaid and failed membership invoices are under Reporting → Billing → Pending and Failed Payment.

Prerequisites

Access to Reporting (Supervisor, Admin, Super Admin, Support or Accountant)
Knowing whether the failed charge is a membership invoice or a booking payment

Overview: Where Each Type of Failure Appears

Payment type	Where to look
Membership invoice (recurring plan)	Reporting → Billing → Pending and Failed Payment → Memberships
Booking payment	Bookings → Payment, or the booking itself
Either type, for one client	The client’s profile → Invoices tab (lists both order invoices and membership invoices)

Tip: On the Memberships page, a membership with an unpaid, pending or failed invoice shows Past due.

How to Open Pending and Failed Membership Payments

In the left menu, open Reporting.
Open Billing.
Scroll down to the section titled Pending and Failed Payment. It has three columns: Memberships, Services and Invoices.
On your branch’s row, click the figure under Memberships.
The All Unpaid Memberships list opens, showing every membership invoice that still needs payment, from any date. You can switch to All Unpaid Bookings or All Unpaid Invoices from the same page.

The Billing page covers all payment types and groups them into Services, Memberships, Products and Invoices. Use it when a failure doesn’t show under Bookings → Payment.

Note: If you manage several branches, you can only open the figures for the branch you’re currently signed in to.

Pending vs Failed

Pending: the client’s bank asked the client to confirm the payment (a one-off security check).
- Collar sends the client an email and an app notification saying “Your payment requires action”.
- The client confirms by tapping the notification, or by opening their membership in the app and tapping Retry Payment.
- Collar does not retry automatically. The invoice stays Pending until the client confirms.
Payment failed: a charge was attempted and declined. Collar emails the client to say the payment failed.
- The client can fix it themselves in the app: on their membership, tap Update Payment Method, then Retry Payment.
- You can also retry from the platform once a valid card is saved (see below).
Processing: the payment has been made and is still going through. Wait for it to finish.
Unpaid or Issued: the invoice has been issued but not paid yet. Use Collect Payment to charge the saved card.

What You Can Do From the Platform

Open the invoice’s ⋮ menu (from the list above or the client’s Invoices tab):

Retry Payment (called Collect Payment on Unpaid or Issued invoices): charges the client’s saved card again. It only works if the client has a card saved.
Mark Paid: use this only if the client paid another way, such as cash.
Void Invoice: use this if the invoice shouldn’t be collected at all.

Paid in Collar, Pending at the Bank

If Collar shows Paid, the card payment went through. The client’s banking app may still show the charge as pending for a few working days while it settles. This is normal.

Important Notes, Tips & Warnings

Note: Bookings → Payment only shows bookings. Staff often think failed payments aren’t showing because they’re looking there for membership failures.

Tip: Check one client first. Open the client’s profile → Invoices tab to confirm whether the failure is a membership invoice before searching the reports.

Warning: Collar doesn’t retry failed or pending membership payments on its own. Someone (you or the client) needs to retry once the card is fixed or the payment is confirmed.

Warning: No report shows “paid in Collar but still pending at the client’s bank”. If Collar shows Paid, the payment went through.

Troubleshooting

Issue: A membership charge failed today, but Bookings → Payment looks empty. Resolution: Open Reporting → Billing → Pending and Failed Payment and click the Memberships figure on your branch’s row.

Issue: Clients received emails or notifications asking them to confirm a payment. Resolution: This is the bank’s security check. Ask them to tap the notification, or open their membership in the app and tap Retry Payment. The invoice stays Pending until they do.

Issue: Retry Payment doesn’t work. Resolution: The client needs a valid card saved. Ask them to tap Update Payment Method on their membership in the app, then retry.

Issue: Collar says Paid, but the client says the money is still pending at their bank. Resolution: This is a normal settlement delay. Check again after a few working days, and don’t charge the client again.