How do I retry or update payment methods?

Introduction

If a subscription payment fails, or a customer needs to update their billing details, you can retry the charge or guide the customer to update their payment method. Roadmap integrates with Shopify and your payment provider to ensure secure billing for each subscription cycle.

This guide explains how to handle failed payments and what actions are available to both merchants and customers.

1. When to retry a payment

Retry a subscription payment if:

• The initial charge failed due to a temporary issue
• The customer updated their payment method and is ready to retry
• You're recovering a subscription manually after dunning ended

2. How to retry a payment (as a merchant)

1. Go to Roadmap Admin → Subscriptions → Manage Subscriptions
2. Filter by Status → Failed
3. Click into the subscription
4. Click “Retry Payment”

If the customer’s card is valid and the issue is resolved, the charge should go through — and the subscription status will return to Active.

⚠️ You cannot edit or enter customer card info yourself — only the customer can do that securely.

3. How customers update their payment method

Customers can update their payment details through the Manage Subscriptions link in their account:

1. Log in to their account on your store
2. Click “Manage Subscriptions”
3. Select the subscription with a failed payment
4. Click “Update Payment Method”
5. Enter new billing info and save

Once updated, Roadmap will automatically retry the payment (based on your dunning settings), or you can manually trigger it.

4. Dunning and automatic retries

Roadmap handles retries automatically based on your configured dunning settings:

• Set how many retry attempts to make (up to 4)
• Choose how many days between each attempt

To customize this:

• Go to Roadmap Admin → Subscriptions → Dunning Settings

👉 After the final failed attempt, the subscription is marked Failed, and you’ll need to retry manually.

FAQs

Can a customer use a different card for subscriptions than for one-time purchases?

 Yes — subscription payments use their saved recurring billing method, which they can update anytime.

Can I update the card for the customer?

 No — for security, only customers can update their own payment info.

Will updating payment info immediately retry the charge?

 Not always — you can manually retry in the admin, or Roadmap will attempt it again on the next scheduled dunning attempt.

Summary

To retry or update payment methods:

• ✅ Merchants can manually retry failed payments
• ✅ Customers must update their card info via the account page
• ✅ Roadmap’s dunning system handles retries automatically
• ✅ No payment info is stored or editable by merchants directly

Need help recovering a subscription or confirming a payment retry? [Contact support →] — we’re happy to assist.