Automating the actions taken when a customer payment fails greatly reduces errors as well as the time required to successfully collect payment due. This article explains how to install a campaign that suspends customers’ access levels until they pay, at which time they are automatically reinstated.

Note that this campaign works best with less than 15 membership levels. If you have dozens of membership levels you can still use this technique, but to simplify set up, you might consider simply revoking all access to the WordPress membership site until payment is made instead.

In order to set up this campaign, you must have an integrated WordPress membership site with paid membership levels, including a free “basic membership” level as well as a membership subscription product.

Steps


Install the pre-built Suspend WordPress Membership campaign

Click this link to install the campaign that will suspend individual membership levels when a payment is missed, and then restore them when payment is made. It will open in a new tab and allow you to log in to your account. Click OK on any pop-ups to install the campaign. Then return to this article to set up the rest of your process.

Configure the Recharge Settings

Ontraport includes a sophisticated recharge settings tool that is the heart of this process.

  • Navigate to the sales tab > Settings > Recharge Settings.
  • At the top, set the values as follows: For “retry credit cards every,” select 3 days; for “keep trying for,” select 90 days. These are the recommended default values and can be adjusted to your liking.
  • Click the green add button and name the rule “Add to Suspend WordPress Membership.” Then create the rule following these steps:
    1. Under Conditions, add a condition for “transaction contains product” and the name of your WordPress membership product. This sets the rule to act only on failed WordPress membership transactions.
    2. Under Actions, select “add/remove contact from campaign” and configure the fields to add the contact to the pre-built campaign you just installed called “Suspend WordPress Membership” campaign  (linked above).
    3. Click the orange save button to save the rule.
  • Click the blue save button at the top right to save the recharge settings.

You may wish to also add another action to send contacts an email that their payment has failed with instructions on how to update their credit card. If you use the pre-built campaign in this article, contacts can still log in to the WordPress site and update their credit card in the customer center, as long as you have at least one membership level that is free and is not suspended by the campaign.

Edit the Campaign for Your Membership Site

  • Navigate to your campaigns collection and find the “Suspend WordPress Membership” campaign.
  • Open it for editing and follow the items in the checklist.
    The pre-built campaign uses three membership levels: Gold, Silver and Bronze. Two fork elements provide the paths for each membership level, sending the contact down three paths simultaneously. The contact is checked for the membership level and, if it is found, the contact is suspended from that level. They wait until payment is made, and then their membership level is reinstated. The logic of the three paths is shown here.
    example campaign map
  • Edit each campaign path to match your membership levels. To add another membership level, add another fork at the top and copy over the path from the condition “and all following items.” Then edit the elements as needed.
  • Click the blue save button and the blue publish button the campaign.