Tracking Failed Payments

When a payment fails, Tutonomi surfaces it clearly so you know what action, if any, is needed. The main place to track failed payments is the Billing page.

At the top of the Billing page, above the main Payments table, is the Failed Payments section. This only appears when there are payments that need your attention. Each row shows the lesson date, pupil name, failure type, payment status, and a link to view your options.

There are three types of failure:

No Card Provided The pupil hasn't completed onboarding and has no card on file. No payment attempt has been made. Click View Options to resend their onboarding invitation or, as a last resort, delete the pupil from your account.

Payment Declined (soft fail) The card was declined but Tutonomi is retrying automatically. While retries are running the payment shows in the Pending Payments section with a status of Retrying. No action is needed from you at this stage.

Payment Failed (hard fail) All retry attempts have been exhausted. The payment has moved to the Failed Payments table with a status of Payment Failed. From here you can send the pupil a manual reminder email or, as a last resort, delete the pupil from your account.

Good to know

• The Due figure on your Dashboard reflects all outstanding payments, including those in a failed state.

• If a payment is retrying, it's best to wait for the retry cycle to complete before taking any manual action.

• Deleting a pupil is permanent and cannot be undone. It removes the pupil, writes off any outstanding payments, and cancels all scheduled lessons.