How Payment Retries Work

Tutonomi automatically charges your pupil’s saved card for each lesson.

Most of the time, this works perfectly.

Occasionally, a payment doesn’t go through. When that happens, we look at why it failed and handle it accordingly.

There are two main types of payment failure: soft failures and hard failures.

Soft failures

A soft failure means the card is still valid. There was simply a temporary issue.

For example:

• There were not enough funds in the account

• The bank declined the charge temporarily

• A short processing interruption occurred

In this situation, the card itself still works.

We automatically retry the payment up to three times over the course of a week. You do not need to do anything during this time.

If we are still unable to collect payment after those retries, the payment will be clearly shown as outstanding on your dashboard.

At that point, it is best to contact your pupil directly and agree on next steps.

Once they are ready to pay, you can resend the payment link from the Billing page by clicking the three blue dots next to the outstanding amount and selecting Send Payment Link.

Hard failures

A hard failure means the card can no longer be charged.

This might happen because:

• The card has expired

• The account has been closed

• The bank has permanently blocked the card

In this case, we cannot retry the payment automatically.

Instead, we:

• Flag the payment on your Billing page

• Automatically email the pupil to let them know

• Ask them to update their card details using a secure link

Once they update their card, we retry the payment using the new details.

If the pupil does not update their card

If the pupil does not update their payment details, we send up to three reminder emails asking them to do so.

If there is still no response, the payment will be marked as failed on your dashboard so you know it needs your attention.

At that point, it is time to reach out directly.

You can resend the secure payment link at any time from the Billing page.

The goal

Tutonomi handles as much of this as possible for you.

Most payment issues resolve automatically.

And if they do not, you will always be able to see exactly what has happened and what to do next.

No awkward chasing.
No confusion.
Just clarity.