Managing Payments

Introduction

The Payment Options section of a subscriber profile is used to configure how the subscriber’s payments are processed. From this section, authorized users can manage the subscriber’s default payment processor, add or remove saved credit cards, configure autopay, and enable automated retry attempts for failed autopay transactions.

Use this guide when you need to:

• Select or change a subscriber’s payment gateway
• Add a credit card on file
• Remove or replace a saved credit card
• Enable, disable, or modify autopay
• Configure automatic retries for failed credit card autopay transactions

Prerequisites

Before making changes, confirm that you have:

• Access to the subscriber’s profile
• Permission to manage payment settings
• The correct subscriber account open
• The customer’s authorization to add, remove, or update payment methods
• Valid credit card details, if adding a new card
• Knowledge of the subscriber’s billing arrangement, including whether they should be enrolled in autopay

For security and compliance, enter credit card information only into approved payment fields. Do not write down, store, email, or otherwise transmit full card numbers or CVV codes outside the payment system.

---

1. Open the Payment Options Section

Use the Payment Options section to manage saved payment methods and automated payment behavior.

Steps

1. Navigate to the subscriber’s profile.
2. Select the Payments tab.
3. Open the Payment Options sub-tab.
4. Review the available payment settings, which may include:
   • Payment gateway or merchant processor
   • Saved credit card information
   • Autopay settings
   • Failed payment retry settings
5. Make the required updates.
6. Click Save at the bottom of the screen to apply the changes.

---

2. Change the Payment Gateway or Processor

If your system supports multiple payment gateways, such as PayDup, IPPay, or PayPal, you may be able to choose which processor is used for the subscriber’s future transactions.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Locate the payment gateway or processor field.
   • This may appear as Merchant Processor, Gateway, or similar wording.
   • If the system displays something like Use PayDup (ISP default), the subscriber is currently using the default processor.
5. If other processors are available, open the gateway dropdown.
6. Select the appropriate processor.
7. Review the saved card information and autopay settings.
8. Click Save to apply the gateway change.

Important Notes

• Changing the gateway usually affects future transactions, including autopay.
• Saved card tokens may not always transfer between processors. If the new gateway cannot use the existing saved card, you may need to remove and re-add the card.
• Confirm that the selected gateway supports the subscriber’s intended payment method.

---

3. Add a New Credit Card on File

Adding a credit card stores it on the subscriber’s profile for future use, such as manual payments or recurring autopay.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Locate the credit card details area.
5. Click the blue plus sign (+) next to the Card Number field.
6. In the pop-up window titled Please enter payment info, enter the required card details:
   • Credit card number
   • Expiration date in MM/YY format
   • CVV
7. Click the confirmation button in the pop-up, such as Save Card or Add Credit Card.
8. Confirm that the new card appears in the payment options area.
9. Click Save at the bottom of the Payment Options screen.

Important Notes

• The card is not fully saved to the subscriber profile until you click Save on the main Payment Options screen.
• If autopay is enabled, confirm that the correct card is selected or available for autopay processing.
• Only add a card when the customer has authorized the card to be stored for future transactions.

---

4. Remove a Credit Card from a Subscriber Profile

Removing a card deletes it from the subscriber’s saved payment options. This should be done when a card is no longer valid, the customer requests removal, or the card is being replaced.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Locate the masked card number you want to remove.
   • Saved cards usually appear in masked format, such as 4xxx-xxxx-xxxx-1111.
5. Click the red X icon next to the masked card number.
6. Confirm that the card is removed from the display.
7. Click Save at the bottom of the screen to permanently apply the removal.

Important Notes

• Removing a card may affect the subscriber’s ability to use autopay.
• If the removed card was the only card on file and autopay remains enabled, autopay may fail unless a new valid card is added.
• Always verify whether the subscriber needs a replacement payment method before removing the existing one.

---

5. Replace or Update a Credit Card on File

Saved credit card numbers generally cannot be directly edited. To update a card, remove the old card and then add the new one.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Remove the old card:
   • Locate the existing masked card number.
   • Click the red X next to the card.
   • Click Save to confirm the removal.
5. Add the new card:
   • Click the blue plus sign (+) next to the Card Number field.
   • Enter the new card number, expiration date, and CVV.
   • Click Save Card or Add Credit Card in the pop-up.
6. Confirm that the new card appears in the card field.
7. Click Save at the bottom of the Payment Options screen.
8. Review autopay settings to ensure the new card is available for future automatic payments.

Best Practice

After replacing a card, confirm the following before leaving the screen:

• The old card has been removed.
• The new card is displayed in masked format.
• Autopay is enabled or disabled according to the subscriber’s billing arrangement.
• The correct payment gateway is selected.

---

6. Enable, Disable, or Modify Autopay

Autopay allows the system to automatically charge the subscriber’s saved payment method on a scheduled billing date.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Locate the Autopay setting.
   • This may appear as a checkbox such as Autopay on the 1st day of the month.
5. To enable autopay, check the Autopay box.
6. To disable autopay, uncheck the Autopay box.
7. To change the autopay date, click the linked day or date field if it is editable.
8. Select or enter the desired day of the month.
9. Confirm that a valid credit card is saved on the subscriber’s profile.
10. Click Save to apply the autopay settings.

Important Notes

• Autopay requires a valid saved payment method.
• The charge date should align with the subscriber’s billing terms.
• If the card on file is expired, invalid, or removed, autopay may fail.
• If the subscriber has multiple cards on file, verify which card will be used for autopay.

---

7. Configure Automatic Retry for Failed Autopay Transactions

The automatic retry feature attempts to process failed autopay credit card transactions again based on a configured retry schedule.

This helps reduce manual follow-up and may recover payments that fail because of temporary issues such as insufficient funds, card restrictions, or processor declines.

Steps

1. Navigate to the subscriber’s profile.
2. Select Payments.
3. Open the Payment Options sub-tab.
4. Locate the option labeled Automatically retry processing unsuccessful autopay credit card transactions.
5. Check the box to enable automatic retries.
6. Enter the retry frequency in the once every [X] days field.
   • This controls how many days the system waits between retry attempts.
7. Enter the retry limit in the for up to [Y] times field.
   • This controls the maximum number of retry attempts after the initial failed autopay transaction.
8. Review the retry schedule for accuracy.
9. Click Save.

Example

If retry is configured as:

• Once every: 3 days
• For up to: 2 times

And the original autopay attempt fails on July 1:

• First retry occurs on July 4
• Second retry occurs on July 7
• If both retries fail, the system stops retrying automatically

Important Notes

• Retry attempts apply only after an unsuccessful autopay transaction.
• The retry feature does not guarantee payment approval.
• A transaction may continue to fail if the card is expired, closed, over limit, restricted, or declined by the issuing bank.
• If retries fail, manual follow-up with the subscriber may still be required.

---

8. Validate Changes Before Leaving the Screen

After updating payment options, always review the final configuration.

Checklist

Before exiting the subscriber profile, confirm:

• The correct payment gateway is selected.
• The saved card information is accurate and displayed in masked format.
• Removed cards are no longer listed.
• Autopay is enabled or disabled as intended.
• The autopay date is correct.
• Retry settings are configured appropriately, if enabled.
• All changes have been saved.

---

Conclusion

The Payment Options section controls how a subscriber’s future payments are processed. Use it to manage saved credit cards, select the appropriate payment gateway, configure autopay, and set retry rules for failed autopay transactions.

For the most reliable payment setup, always confirm that the subscriber has an authorized and valid card on file, the correct processor is selected, and autopay and retry settings match the subscriber’s billing requirements.