Dunning Templates
Dunning Templates let you customize the emails and SMS messages automatically sent to members when a payment fails. Each message corresponds to a retry stage — so members hear from you at the right moment with the right tone, without any manual effort on your part.
Note: This feature is only visible when Dunning Automation is enabled in your portal settings.
How Dunning Works
When a payment fails, the system automatically retries it on a schedule. Each retry is called a stage. As stages progress, the messaging gets more urgent:
| Stage | Days After Failure | Default Tone |
|---|---|---|
| 0 | Same day | Friendly notice |
| 3 | Day 3 | Gentle reminder |
| 7 | Day 7 | Access at risk |
| 14 | Day 14 | Access paused (account marked inactive) |
| 19 | Day 19 | We're here to help |
| 25 | Day 25 | Final notice |
In these messages "paused" is not the subscription pause described in Members. When payments keep failing, the system marks the member's account inactive. That happens when the number of failed attempts set in Failed Payments Before Inactive (Portal Settings) is reached, which can be before day 14, or when the last retry fails. Inactive members are turned away at doors and the kiosk and can't book. Retries continue until the last stage. After a successful payment the system can switch the account back on by itself, unless staff switched it off by hand.
Every email and SMS includes a secure link members can use to update their card — clicking it takes them directly to a payment update page where they can enter new card details and trigger an immediate retry.
Editing Templates
Go to Marketing → Dunning Templates to open the template editor.
Each stage has two templates:
- Email — Subject line and rich-text body
- SMS — Plain text message (keep it short; it goes as a text)
Available Variables
Use these placeholders anywhere in the subject or body — they're replaced with real values when the message is sent:
| Variable | What It Inserts |
|---|---|
{{member_name}} | Member's full name |
{{amount}} | Amount due (e.g. 49.00) |
{{membership_name}} | Name of their membership level |
{{gym_name}} | Your gym's name |
{{card_update_link}} | Secure link to update their payment method |
Tip: Always include
{{card_update_link}}— it's the primary call to action and lets members self-serve without calling you.
Saving Templates
Click Save Templates at the bottom of the page. All stages save together in one action.
Templates are saved per portal, so each location manages its own messaging independently.
Frequently Asked Questions
Do I have to set up templates before enabling dunning? Default templates are pre-loaded when dunning is enabled. You can customize them at any time — your edits take effect on the next message that goes out.
What happens if a member updates their card? The card update page automatically retries the outstanding invoice immediately after the new card is saved. If it succeeds, the dunning sequence stops and the system can switch the account back on by itself, unless staff switched it off by hand.
Can I disable messages for a specific stage? Not individually — but you can edit the body to be minimal if you'd prefer a lighter touch at certain stages.
What happens at the end of the sequence? After the final stage (day 25), no further automatic retries occur. The member's account is marked inactive if it isn't already, and you'll need to resolve the balance manually.