Failed Payment Email
An automated email notifying customers that their subscription payment did not go through.
Definition
A failed payment email is sent immediately when a customer's recurring payment is declined. It informs them about the issue, explains the consequences if not resolved, and provides a direct link to update their payment method. This is typically the first email in a dunning sequence and one of the most time-sensitive transactional emails you can send.
Why It Matters
Payment failures are often silent killers of SaaS revenue. Customers rarely notice their card expired or their bank flagged a transaction. Without a clear email, they will lose access and potentially churn without understanding why. The speed and clarity of your failed payment email directly impacts how much revenue you recover.
How It Works
When Stripe or your billing system detects a failed charge, it triggers a webhook. Your email platform receives this event and immediately sends a notification to the customer. The email should clearly state what happened, when their access will be affected, and provide a frictionless way to fix the problem. Stripe typically retries failed payments automatically, so your emails should work alongside this retry schedule.
Best Practices
- 1Send within minutes of failure, not hours or days
- 2Use clear subject lines like "Payment failed for [Product]"
- 3State the specific amount and what it was for
- 4Explain when access will be affected if not resolved
- 5Provide a direct link to update payment, no login required if possible
- 6Include a support contact for customers who need help
- 7Keep the tone helpful, not threatening, in the first email
Instant Failed Payment Alerts
Sequenzy sends failed payment emails within seconds of Stripe webhook receipt. Update payment links are included automatically.
Learn More