Overview
MemberUp processes all payments securely through Stripe.
This means any failed payments or refund requests are handled directly inside your connected Stripe account.
You can review billing issues, retry payments, and manage refund actions from Stripe’s dashboard. MemberUp will automatically update a member’s access if their payment succeeds or fails.
Step-by-step Instructions
To View or Manage Failed Payments
Log in to your Stripe Dashboard.
Go to Transactions or Customers in the left menu.
Look for transactions marked as Failed or Incomplete.
Select a customer to review the cause of failure.
Retry the charge or update billing settings as needed.
Common causes include:
Expired or canceled cards
Insufficient funds
Bank declines for security reasons
To Issue a Refund
In Stripe, open the Transactions tab.
Select the transaction you want to refund.
Click Refund payment on the top.
Choose full or partial refund and confirm.
Stripe will handle processing.
Pro Tips
Encourage members to keep their card details updated to prevent access disruption.
Stripe can automatically retry failed charges based on your Smart Retries settings.
Refunds can take 5–10 business days to show on a member’s account depending on their bank.
Keep communication clear when managing billing issues to maintain trust and satisfaction.
Screenshots & Walkthrough:
in Stripe, navigate to Transactions on the left to view a list of subscriptions with errors, as shown below. Clicking on a member will display the details of the error. You can also clicked on Failed on top, to specifically sho only failures...
Here is how your transactions screen shows up (Includes both successful and failed payments)
Here is how your transactions screen shows up (Includes only failed payments when you click on failed on top)
Example of a failure:
Steps to Process a Payment Refund:
Troubleshooting & FAQs
Can I process refunds inside MemberUp?
Can I process refunds inside MemberUp?
No. All refunds must be handled in Stripe. MemberUp will update member access automatically based on the refund conditions.
A member says they were charged incorrectly.
A member says they were charged incorrectly.
Verify the charge in Stripe → Payments. Check the receipt details and issue a refund if appropriate.
Payment still fails after retries.
Payment still fails after retries.
Ask the member to:
Use a different card
Contact their bank to authorize the charge
Update billing details directly through the Stripe customer portal link
I am unable to find member details on Stripe
I am unable to find member details on Stripe
Please note: Your MemberUp account linked to Stripe will be different because Stripe only allows one connection per user. To access the correct MemberUp account connected to Stripe, either:
Click the dropdown in the top-left corner, or
Log in using the email address you used to link Stripe to MemberUp.
If you need further assistance, please reach us at [email protected]