Tracking Failed Payments

If a payment does not go through, you can see everything clearly on your Billing page.

Tutonomi shows you:

• The reason the payment failed

• Whether it is being retried

• Whether we are waiting for updated card details

• Whether it now needs your attention

You always know where things stand.

Understanding recovery status

Each failed payment will show a recovery status so you can see what is happening behind the scenes.

For example:

Retrying
The card is still valid and we are automatically attempting to charge it again.

Waiting
We are waiting for the pupil to update their card details.

Failed
Retries and reminders have finished. This payment now needs your attention.

If a payment shows as Retrying or Waiting, you do not need to step in yet.

If it shows as Failed, it is time to contact the pupil directly.

Next steps column

The Next steps column gives you a quick summary of what is happening.

You might see:

• Automatic retry x3

• Waiting for customer

• Contact customer

This makes it easy to scan and prioritise.

Resending a payment link

If you have spoken to your pupil and they are ready to resolve the issue, you can resend a secure payment link:

1. Go to the Billing page

2. Click the three blue dots next to the outstanding amount

3. Select Send Payment Link

The status will update automatically once payment is completed.

What needs your attention?

In most cases, nothing.

Tutonomi handles retries and reminders automatically.

You only need to act when a payment is clearly marked as Failed and the next step says Contact customer.

That way, you are not chasing too early.

You are stepping in at the right moment.