Recurring Autopay credit card payments may be declined or not processed for several reasons, ranging from system-driven duplicate detection to setup errors.
Duplicate Charge Detection
The system includes safeguards to prevent accidental double-billing:
Duplicate Payment Detection Alert: The system notifies users if it detects a potential duplicate transaction.
Common Reasons for Non-Processing or Declines
Automatic Deletion of Setup: Recurring payment (AutoPay) setups are automatically deleted during overnight processes if:
The payment fails validation.
The association is set to Inactive or has blocked website access/payments.
The homeowner is on "Collections Hold" or "Previous Owner" status.
The associated web login was deleted.
Late Statement Batches: Recurring payments depend on a statement batch existing at the time of the run. If a batch is posted late, that period will not be collected retroactively.
Validation and Data Errors: Payments may fail due to:
Invalid Information: Errors such as invalid zip codes, missing phone numbers, or incorrect bank information.
Invalid Email Format: If a homeowner enters an invalid email address during setup, the status may show as "0" instead of "Failed," leading to confusion about whether the setup was successful.
Troubleshooting Steps
Check Payment Status: Go to WebAxis Admin > Administration > Recurring Payments. Success indicates the payment processed, while any decline messages will be displayed there.
Verify Renewal Settings: For older setups, ensure "Renew Annually" was selected. If it was not, the setup may have expired after the last scheduled payment.
Review Batch Posting Dates: Compare the statement batch posting date to the collection schedule to see if a late batch caused a missed collection.
Identify Deleted Setups: If a setup is missing from the grid, it may have been deleted. Support can request information on "soft deleted" setups from the to see who deleted it and when.