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Enhanced Reporting and Notifications for AutoPay Failures

Published 6/5/25

A new report will soon be available in your Biller Portal to track AutoPay failures. InvoiceCloud will also begin sending customer notifications when these failures occur.

An AutoPay failure is the result of the AutoPay process failing twice for a single transaction. AutoPay failures are not AutoPay declines. These failures are not the customer’s fault and were not rejected by the customer’s bank or declined by the card network.   

AutoPay may fail due to external systems or processing errors outside of InvoiceCloud’s control. These issues are typically technical in nature and not related to customer payment methods.

If an AutoPay transaction fails, InvoiceCloud will automatically attempt to rerun the transaction the same day. If the retry also fails, the transaction is marked as failed and will not be attempted again until the next scheduled AutoPay date. 

We’re introducing enhancements to better manage and communicate AutoPay failures: 

  1. Failure Reporting: All failed retry attempts will soon be logged and included in a detailed report available in your Biller Portal under Reports -> AutoPay -> AutoPay Failures. 
  2. Customer Notification: Customers will be automatically notified via email if their AutoPay transaction fails after the rerun attempt.   

 Report details 

The AutoPay Failures Report includes key information to help you take action. 

  • Impacted invoices: Details of each failed transaction and the associated customer 
  • Fields included: 
  • Customer Name 
  • Contact info: Email, Phone Number, Link to Customer Profile 
  • Account Number 
  • Display Account Number 
  • Invoice Number 
  • Invoice Type (Alias) 
  • Invoice Amount 
  • AutoPay Collection Date 

Ways to utilize the report 

  • Review AutoPay failures as they occur to stay informed or take necessary action. 
  • Reach out to customers directly if you’d like to notify them about the failed AutoPay. 
  • Manually process payments using stored payment methods, if appropriate and authorized. 

 Managing AutoPay failures will be easier than ever before. Check the AutoPay Failures Report regularly to stay informed and take immediate action.Â