The Recover failed payments campaign helps you recover failed renewals by encouraging subscribers to update their card details. By combining urgency with an optional incentive, this campaign reduces involuntary churn and protects predictable subscription revenue.
Use this campaign when renewals fail due to expired cards, revoked payment methods, insufficient funds, or other payment-related issues. You can now run this campaign for subscribers whose subscription is still in active payment recovery, as well as for subscribers whose subscription has already been paused or cancelled after retries were exhausted
To analyze failure reasons and identify retry-based recovery opportunities, navigate to Loop admin > Analytics > Payment Analytics for detailed insights.
Why use Recover failed payments campaigns?
Payment failures are a major cause of involuntary churn, and they do not always leave subscribers in the same state. Some subscribers are still in recovery with retries left, while others have already been paused or cancelled once dunning ends. This campaign lets you reach both groups in a single flow, so subscribers can update their payment method and bring the subscription back where applicable.
Key benefits:
Recover failed renewals: Prompt subscribers to update payment details quickly.
Reduce involuntary churn: Prevent cancellations caused by payment failures.
Offer incentives: Add a discount to increase update completion rates.
Drive immediate recovery: Updated payment method can trigger order placement.
Maintain predictable revenue: Improve collection efficiency and cash flow stability.
When should you use this campaign?
This campaign works best when:
• A renewal payment has failed
• A card has expired or been revoked
• A subscriber needs to update billing details
• Retry logic alone is not sufficient
• You want to incentivize payment updates with a reward
How to create a Recover failed payments campaign
Navigate to Loop admin > Campaigns > Create campaign, then select Winback. Add an internal name so you can identify the campaign later.
Select audience
Choose the subscribers you want to target. You can pick from three audience types:
Subscriptions currently in payment recovery: Subscribers whose subscription is still active and currently in payment recovery with retries pending.
Subscriptions paused/cancelled due to failed payments: Subscribers whose subscription was paused or cancelled after dunning ended without successful recovery.
Specific subscriptions with failed payments: Filter specific subscriptions by conditions or add specific subscription IDs to target a subset.
The system displays the total subscriptions selected based on your choice.
Select channel
Choose where the swap will be displayed:
• Customer portal banner
• Email/SMS via 3rd party marketing apps (Klaviyo)
• Both customer portal and Email/SMS
Select incentive
You can offer a discount to encourage subscribers to update their payment method.
The incentive can be:
Add free gift
Add discount
None
The discount is applied once the subscriber updates their payment method and completes the action.
Add customer portal banners
Upload creatives to notify subscribers:
The banner appears inside the subscription details page.
Customize Update card drawer texts
Configure texts that will be visible to the subscriber in the update card drawer. Clear communication reduces friction and improves acceptance rate.
Set timeline
Set the campaign start and end date and time. By default, campaign duration is one month, calculated as the difference between the start and end date.
Once the campaign expires, login links will no longer work and subscribers cannot use them to access customer portal.
Notify completion alert (Optional)
Enter an email address to receive alerts when subscribers use the login link. This helps your team monitor engagement in real time.
To know how to set up campaigns in Klaviyo, click here
Customer experience
Subscribers who receive the campaign link are redirected to the customer portal and shown an Update card details drawer. The drawer text reflects their subscription state, so a paused subscriber sees an option to update card and resume, and a cancelled subscriber sees an option to update card and reactivate.
They enter new card and billing details and confirm the update. Once completed:
The payment method is updated
The failed renewal can be recovered
The paused or cancelled subscription is resumed or reactivated where applicable
The incentive (if configured) is applied
A success message confirms completion
If the update triggers order placement, the subscriber sees confirmation of successful recovery.
Performance tracking
Track campaign results by navigating to Loop admin > Campaigns. You can review the following metrics for each login campaign:
Audience: Number of subscribers targeted by the campaign.
Clicks: Number of subscribers who interacted with the campaign.
Completion rate: Percentage of subscribers who successfully logged in through the link.
Use these insights to refine your targeting and messaging over time.
FAQs
Does this campaign automatically retry the failed payment?
Does this campaign automatically retry the failed payment?
No, this updates your card and updating the payment method enables successful retries based on your retry configuration.
Can I offer a one-time discount for updating payment?
Can I offer a one-time discount for updating payment?
Yes. Configure the discount incentive while creating the campaign.
Can I target only subscriptions with failed payments?
Can I target only subscriptions with failed payments?
Yes. Use filters while selecting Specific Active subscriptions to narrow targeting.
What happens when the campaign expires?
What happens when the campaign expires?
Once expired, the payment update links stop working and the drawer cannot be accessed.
Need help?
No worries - we're here for you!
If you have any questions or need assistance, feel free to email us at [email protected] or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂