Find a declined payment
See which payments failed this month, who they belong to, and where to go to fix them.
When a card is declined, Roll Pay notices before you do. The Billing page counts declined payments for the month and lets you see exactly which ones, and the Dashboard lists the students behind them under Needs a word today.
Steps
Look at the Billing header
Click Billing in the left menu. The header shows what you collected this month, how many payments were declined, how many are still pending, and the total number of transactions.
The declined tile is red because those payments need a phone call, not because anything is broken. Find the failed rows
The list below the header is every transaction, newest first. The Status column tells you what happened: Paid went through, Pending is still being processed, and Failed is a declined card. The Name column is the student to call. Use Load More at the bottom for older transactions.
Failed is a card the bank refused. Pending usually clears on its own within a day or two. Check the recurring payment and the customer
The Recurrings tab lists every membership that charges automatically, and Customers lists the people and cards behind them. If a card keeps declining, that is where you see when it next retries and which card is on file.
Recurring is a membership payment. One-Time is a single charge, such as a seminar or a gi. Or start from the Dashboard
The Dashboard lists students with a declined card under Needs a word today, with how long ago it happened and the amount. Open in billing takes you straight to their payments.
The same list shows students who have not trained in a while, so one glance covers both conversations.
What happens next
Roll Pay emails the student when a payment fails and again when a card is about to expire, using the templates you can edit in Notifications. Most declines clear once the student updates their card from the link in that email. If they do not, that is your phone call.
Common questions
Can I retry a declined payment myself? Open the student's profile from Students and use the payment actions there. The transactions list is a record, not a control panel.
Why is a payment pending for days? Bank transfers and some card types take longer to settle. If it has not cleared after a week, ask your account contact.
Can I export the list? Use the Export button on the transactions table to download what is currently shown, including any filter you applied.
Last checked against Roll Pay on Sep 18, 2026. Screens change from time to time; if yours looks different, the steps still apply.