---
title: "Why is there no retry button for a failed payment?"
description: "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."
type: troubleshoot
updated: 2026-08-26
canonical_url: https://help.nestlicare.com/owners/faq/why-is-there-no-retry-button-for-a-failed-payment
roles: ["super_admin", "center_admin"]
platforms: [web]
---
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:

1. **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.
2. **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](/owners/billing/handle-a-failed-charge), [A family is behind on payment](/owners/situations/a-family-is-behind-on-payment).