NestliCare

Why is there no retry button for a failed payment?

Retries go through the parent's payment method, so the parent pays the invoice again in the app or on the web. Auto-pay retries once, capped at 2 attempts.

troubleshootUpdated 2026-10-09 Raw markdown

Because every retry charges the parent's 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:

  1. The parent pays it. Tell them their last payment did not go through and ask them to open the invoice in the NestliCare app or on the web and pay it, with the same or a different method. Invoice emails don't carry a pay link.
  2. Auto-pay retries. If the family has auto-pay on, NestliCare tries again on the overnight run and stops after 2 failed attempts on an invoice, so a dead card is not hammered forever. When it stops, the parent gets an "Auto-pay attempts stopped" notification and you get "Auto-pay stopped for a family", naming the invoice.

After that, the parent pays the invoice themselves and updates their payment method. If a family's bank debit fails on two invoices in a row, their auto-pay is paused and they turn it back on after updating their bank details. 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.

Related articles

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. Mixing manual invoices with auto-generation used to, so a family you already billed by hand now gets the automatic invoice as a draft, and the first run after you turn it on is never sent.
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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