Why is there no retry button for a failed payment?
Retries go through the parent's saved payment method, so the parent retries from their invoice email, or auto-pay retries each morning, capped at 3 failures.
Because every retry charges the parent's saved payment method, the parent has to be involved. An admin-side "charge them again" button would let a daycare hammer a family's card, so it does not exist. Two paths clear a failed charge:
- The parent retries. The original invoice email's Pay now link still works. Tell them their last payment did not go through and to pay from the email, or with a different card.
- Auto-pay retries. If the family has auto-pay on, NestliCare retries each morning, and stops after 3 consecutive failures so a dead card is not hammered forever. When the cap hits, the parent gets an "Auto-pay attempts stopped" notification and you get one naming the invoice.
After the cap, either the parent fixes their payment method (future invoices resume normally), or, if they settled another way, mark the invoice paid manually from its detail page.
Related: Handle a failed charge, A family is behind on payment.
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How do I record a cash or check payment?
Open the invoice and mark it paid manually. No fee applies, the family's balance clears, and a later refund of it is recorded, not sent.
Billing says it is set up but parents cannot pay
If your invoices look ready but families have no way to pay, Stripe verification is almost certainly unfinished. Here is how to see what it wants.
Can auto-invoicing double-bill a family?
Not on its own, but mixing manual invoices with auto-generation can. The generator only checks its own invoices, not ones you created by hand.
Can one family pay every two weeks while everyone else pays weekly?
Yes. Billing cadence is set per child through their billing plan, so give that child a bi-weekly plan and the rest of the center stays exactly as it is.
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