Payments are failing more than expected lately. I’ve tried email nudges and in-app reminders, even SMS. Still, customers seem to vanish. I’m a bit frustrated with the drop-off, so curious about your sequence.
Focus on immediate action and clear communication. Start with an instant in-app alert. Follow up with a short email explaining the issue and how to fix it. If no response, gradually limit app features over a week. This creates urgency without full lockout.
Keep messages brief and action-oriented. Include a direct link to update payment info - no login required if possible. For high-value accounts, a quick personal call can work wonders.
Track common failure reasons. If it’s mostly expired cards, set up pre-expiration reminders to get ahead of the problem. This proactive approach can significantly reduce failed payments.
I keep my winback flow simple. I start with a friendly in-app reminder.
If that does not work, I send an email explaining the issue and offer a small discount. My final step is a last reminder before account suspension.
In-app messages work best pause features get results
We do a quick email, then an app popup. If that doesn’t work, we pause some features. Most people update their card pretty fast after that.
Here’s what’s worked for me:
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Instant notification when the payment fails. Users often don’t realize there’s an issue.
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A 3-day grace period. Most folks sort it out quickly if you give them a chance.
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Automated email sequence over 7 days. I mix ‘hey, did you know?’ with ‘here’s what you’ll miss.’
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In-app messaging gets way better engagement than email alone.
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For high-value users, we do a personal outreach. It’s time-consuming but worth it for big accounts.
The key? Make it dead easy to update payment info. One click, no login needed if possible.
Also, track why payments fail. If it’s mostly expired cards, set up reminders before they expire. Saves a ton of headache.