What Happens When a Payment Fails?

If a lesson payment doesn’t go through, don’t panic.

Payment issues happen from time to time, and in most cases they resolve themselves without you needing to do anything.

Here’s exactly what happens next.

Step 1: We identify the reason

First, we check why the payment failed.

You’ll see the reason clearly on your Billing page, for example:

• Insufficient funds

• Card expired

• Card declined

This helps you understand whether the issue is likely to resolve automatically or whether the pupil needs to update their card details.

Step 2: We act automatically

In most cases, Tutonomi handles the next steps for you.

If the issue is temporary, such as insufficient funds, we automatically retry the payment over the following few days.

If the card can no longer be used, such as when it has expired, we automatically email the pupil with a secure link so they can update their payment details.

Once their details are updated, we retry the payment.

No awkward chasing. No manual invoices.

Step 3: We send reminders if needed

If the issue is not resolved straight away, we send reminder emails asking the pupil to update their card or complete payment.

This gives them time to fix the issue without you needing to step in.

Step 4: We let you know

If we are still unable to collect payment after retries and reminders, the payment will be clearly marked as failed on your dashboard.

At that point, it is best to contact your pupil directly and agree on next steps.

You can resend a secure payment link at any time from the Billing page by clicking the three blue dots next to the outstanding amount and selecting Send Payment Link.

The important thing

You are not expected to chase every small payment issue.

Tutonomi handles as much as possible automatically.

And when something genuinely needs your attention, it will always be clear.

Calm systems.
Fewer awkward conversations.
More time teaching.