Recover failed subscription payments
Set up Stripe Smart Retries and customer emails for failed renewals, with the right connected account and a clear policy after retries end.
Stripe Smart Retries can help recover failed subscription payments. This setup is performed in Stripe; the Insy payment-data refresh button does not turn it on.
Choose the account that owns the subscription
Insy creates merchant checkout payments in the connected Stripe account’s context. Find the account containing the subscription and invoice you want to recover. Direct-charge subscriptions belong to the connected account. Stripe’s Connect subscriptions guide.
For our integration, this means checking recovery settings on that account rather than assuming a change on the main Insy account covers every merchant. With a Standard account, the owner can use their Stripe Dashboard. If the relevant settings are unavailable, ask Insy support to help establish the configuration path for your connected account.
Configure retries
Open revenue recovery
In the correct account and environment, open Billing → Revenue recovery → Retries.
Enable Smart Retries
Start with Stripe’s recommendation of 8 attempts over 2 weeks.
Choose what happens when recovery fails
Set the final subscription action. For a finite recovery period, consider Cancel the subscription, and test how this affects member access before using it in production.
Save and test
Save the policy on the relevant account. Missing payment methods and hard declines can require the buyer to act before collection can succeed.
See Stripe Smart Retries for the current settings. One-time BLIK/P24 purchases in Insy still require manual renewal.
Help the buyer fix the payment
Enable Stripe’s failed-payment emails and a link for updating payment details. For payments requiring authentication, enable the Stripe-hosted confirmation link. Check the destination and message content alongside the notifications Insy already sends. Customer email settings and 3D Secure recovery.
Check the full renewal flow
Before enabling a production policy, test a failed renewal, a successful recovery after updating the payment method, and the case where all attempts fail. Check both the subscription in Stripe and the member’s access in Insy. The retry window does not itself promise an extension of access.
An authorized administrator can inspect the recovered payment in Payments, including its amount, currency and payment method. A merchant can inspect the linked Activity entry.