Understanding Failed Payments in Resova & How to Update Your Billing Card

A venue receives a notice that their subscription payment failed. They review their bank account and confirm funds are available, but do not see clear instructions in Resova for updating their payment card or how frequently the system retries the payment.

 

 

Payment failures typically occur due to:

•Insufficient funds

•Bank declines (fraud prevention, 2FA required, expired card, etc.)

•Card on file no longer valid

•Temporary bank-side authentication issues (e.g., SCA/2FA challenges)

 

Resova’s billing portal requires a valid payment method to automatically retry charges.

 

 

1. Check Your Billing Status

1.Log into Resova using an account with Owner/Admin access.

2.Navigate to Settings → Billing.

3.Review the current subscription status and any displayed error messages (e.g., “Payment Failed” or “Card Declined”).

 

 

 

2. Update or Re-Add Your Payment Card

 

If a payment method needs to be added or replaced:

1.Go to Settings → Billing → Payment Methods.

2.Select Add Payment Method.

3.Enter the card details and save.

4.Ensure the new card is marked as the default.

 

Note: Some older accounts may not display the billing link. In these cases, Resova Support or Accounting must manually update the method.

 

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3. Automatic Payment Retries

 

Resova will attempt to charge the subscription card again after a failed payment.

Typical retry logic:

•The system retries automatically within 24 hours.

•Future retries occur based on your merchant region and processor rules.

 

Support can contact the Accounting Team to manually trigger a retry when funds become available.

 

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4. If Your Bank Uses 2FA (Strong Customer Authentication)

 

Some banks require authorization through a mobile app or text message:

•Ensure notifications are enabled.

•Approve any pending authentication requests from your bank.

•If declines continue, switching temporarily to a credit card may resolve SCA-related blocks.

 

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Verification

•The payment status in Settings → Billing shows Active.

•No outstanding balance or overdue notices appear.

•The customer receives an email confirmation that the charge succeeded (if enabled).

•Support can confirm via the internal billing portal that the payment went through.

 

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Notes / Suggestions

•Add this KB to the Billing category.

•Link to related articles:

•If Payments Have Failed and/or Your Account is Overdue

•How to Update Your Billing Information in Resova

•Recommend updating the original KBA to include screenshots and clearer step-by-step card-update instructions since this ticket highlighted a gap.