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Troubleshoot Payment Runs


Troubleshoot Payment Runs

The Payment Run Does Not Pick Up Old Invoices

A payment run will pick up all invoices when the following conditions are met:  

  • Auto-Pay is on at both the account level and invoice level. This setting can be turned on only if there exists a valid electronic payment method in the billing account. 
  • The account has a posted invoice with an outstanding balance (the invoice balance is greater than zero). 
  • The target date of the payment run is on or after the invoices' due date.
  • Both the payment method and payment gateway of the customer account are active.

In addition to those conditions, Zuora's payment runs are also controlled by the Payment Retry Rules.

Payment runs will not pick up invoices if prevented by the payment retry rules. For example, if your account uses the following rules: 

  • Maximum number of payment failures per Payment Method allowed: 7 
  • Do not retry payment if last payment attempt was less than "12" hour(s) ago.

Once the payment method has failed seven times, consecutively, any future payment run processed against this account will not transact any payments.

Use one of the following methods to resolve the issue:

Reset the Consecutive Failed Payments Counter

The first option is to reset the consecutive failed payments counter on the payment method: 

  1. Access the billing account.
  2. Scroll down and locate the payment method.
  3. Click Reset, located in the Consecutive Failed Payments field. Click Yes when prompted to confirm that you want to reset the value. 

This resets the failed payment transaction of the payment method to 0. However, because in the example your retry rule is set not to retry within 12 hours of a failed payment, you must wait for 12 hours to process a payment run for this account

Disable Your Payment Retry Rules Temporarily

The second option is to disable your payment retry rules temporarily: 

  1. Select Settings > Payments
  2. Select Configure Payment Retry Rules.
  3. Disable Enable Payment Run retry rules, then click save

Now process a payment run for this account. When the payment completes successfully, re-enable your payment retry rules.

Default payment method under a customer account is closed

If the default payment method under a customer account is closed and the Process payments even if the default payment method is closed setting in the Payment Run is unchecked, the invoice under the customer account will not be processed by the payment run.

You can prevent this from happening by checking the Process payments even if the default payment method is closed setting when creating or editing a payment run.

The Payment is Stuck in Processing Status

If Zuora Payments encounters a problem while processing a payment and is unable to determine the payment status from the gateway, Zuora will keep the payment in Processing status to prevent duplicate payments from being attempted on the same invoice(s). Once the payment status has been determined, the payment status in Zuora will be updated from Processing to either Processed (success) or Error (failed). If concurrent payment runs are configured on your tenant or concurrent payment run threads of Performance Booster are enabled, a payment might be in the Processing status for a while.

If you have a payment stuck in Processing status, take the following steps below to resolve the issue:

  1. From the Zuora UI, search for the payment in processing status by navigating to Payments > Search Payments and enter the payment number.
  2. From your search results, click the payment number link to access the payment detail information.
    • When a user accesses the payment detail page, Zuora will attempt to retrieve the payment status. If the payment status is available, then the payment status in Zuora will change to either Error or Processed. If the payment status is still indeterminate or unavailable, then the payment will remain in Processing status and user should proceed to step 3.
  3. Within your payment gateway account, search for the payment and provide the following information to Zuora Global Support so that we can update the payment status in Zuora:
    • Does the payment exist in your payment gateway account?
      • If not, Zuora will set this payment to Error as the payment request failed to reached the payment gateway.
      • If it does, please provide the additional information below.
    • Was the payment processed successfully or did it fail?
    • What is the payment transaction reference ID number and transaction result?

Submit a request at Zuora Global Support if you require additional assistance.

Reprocessing a Payment Run that Failed Due to Declined Payment Method

If a customer's payment method (for example, credit card or ACH) is declined during a batch payment run, the customer will have an unpaid balance. If the customer updates the payment method, the unpaid balance will be picked up on the next payment run.

The payment run must be triggered to pick up all batches. In addition, make sure that when the customer updates the credit card or ACH information, they configure the updated information as the default payment method.