In considering moving our payment processing away from QBO and into HubSpot there is one major impediment standing in the way. Since the payment gateway is one HubSpot account with Stripe the tenant (or HubSpot client) doesn’t have access to that gateway. It is common that credit card limits are hit at the time of attempted processing and payments may be declined.
The current setup requires the customer to go back and manually process their card again. This extra step makes it difficult for the HubSpot client to be in control of their payments. There should be a workaround or automated re-try to process the card on the next day.
How does the HubSpot client hold the customer to an agreement if they are unable to reprocess a card? For example, a customer signs up for a monthly payment for 5 months where they get full access to a product/service library. Even if the customer signs a 5-month contract they can avoid payment for services if their payment method fails one time.
“HubSpot will not automatically retry charging a payment method for a failed payment. However, if the issue is resolved with the original payment method, the buyer can re-enter their original payment details when updating their payment method and that payment method will be charged again.”
I understand your use case here and I can see how adding the option to reprocess a declined payment would improve the experience with the Payments tool. I’ll therefore move your post to the Ideas forum and create a feature request. We use the Ideas forum to collect ideas on how we can improve the product for our customers.
Yes, this is a MUST for anyone running Subscriptions.
It is VERY standard with most platforms, including Stripe which is the backend of HubSpot, and we and our clients need this please!
Use case: A client’s card fails during a 12-month contract. The only solution is to ask them to re-enter their payment details. The client claims they’re not receiving sufficient value from the platform, but we insist they’re contractually obligated to pay for the remainder of the term. The client takes no action.
Issue: Stripe offers functionality for managing such cases. However, HubSpot doesn’t create a subscription in Stripe, so recurring payments aren’t recognised or automated, contributing to the issue.
Yeah I’m very surprised to run into this issue. We switched over from Cardpointe which provides a mechanism to re-run a card, it’s absolutely mind blowing to me someone would build a credit card based subscription mechanism with no retry option I mean its crazy.
Yeah, it’s 2025. Functionality like this is sorely needed. We may be turning away from Hubspot too, it LOOKS like a nice tool, but what I’m seeing is that they don’t listen to their users. I’m SO glad I never paid them for any of their tiers, I just don’t see the value.
This has caused huge issues with our customers who are frustrated at continually having to re-enter payment informaiton when we should be able to run the saved card again. This makes zero sense. Please add this feature!
Please add this feature as it is helpful for operations. Currently, it becomes such a hectic task to reach out to customers when their payments are failing.
Has any progress been made on this issue? We just switched to Hubspot payments from stripe, and are extremely disappointed and shocked to find this does not exist… Any update on when we can expect to see this feature? It’s almost a deal breaker…
It is completely absurd that you can’t retry a card. Extremely disappointing to have to create a friction point with the client and ask for sensitive financial info again. PLEASE FIX THIS!
Any updates here? We really need this feature. We just completed an arduous migration only to find out this basic functionality that exists in stripe, etc. does not exist. Are there any updates on when we can expect to have this critical feature??
We also need this. A client’s payment didn’t go through due to their temporary card limit issue, and now it’s a hassle to track them down and have them update it. I’d like to have the option to re-run the existing card on file.
Agree - this is such a headache. Sometimes payments fail and it’s a hassle to harrass clients to re-enter their information. Often times they just email me back to say “so sorry, please try running again” and I have to say “no I’m sorry, you have to re-enter your payment information even if it’s exactly the same information to make this run again”. It’s just silly.
Hello! My name is Hallie, and I’m a Program Manager on the CXM Team. I’m excited to share that retrying a credit card after a failed payment for subscription payments is currently in development! I will share more updates from our product team as they become available.
Excited to see this is in development! Just wondering if there is a timeline for release. I really could have used this functionality over the holiday season. Thanks!
Hi all, Allison from the Commerce Hub product team here. We now offer both automatic retries and manual retries for failed subscription payments. See more here
