Configure auto-renewal, reminders, and catch-up

This guide shows you how to set your organization’s payment retry schedule, configure when reminder emails go out before and after renewal dates, and send a one-time catch-up reminder to members who have not received one yet.

Who can do this: Admins who can manage renewal settings.

Before you start

Renewal reminders apply to all levels unless a level has its own reminder schedule. See the Per-level reminder override note at the bottom of this article.
Lifetime levels never receive renewal reminders, regardless of this setting.

Steps

Set your payment retry schedule

Go to Memberships > Settings > Auto-renewal in the admin sidebar.
Under Dunning & retry posture, choose how failed payments are retried:
- Select Use Stripe’s recommended schedule to let Stripe retry automatically at 3, 5, and 7 days after a failed payment. This is the default.
- Select Custom to set your own retry timing. Enter the number of days after failure for the First retry, Second retry, and Third retry fields. Each value must be greater than the one before it.

Set your renewal reminder cadence

Scroll to the Org-default reminder cadence section. This list shows when reminder emails go out relative to each member’s renewal date.
To add a reminder offset, select + Add reminder offset. Choose Before, On, or After the renewal date, enter the number of days, then select Add.
To remove a reminder offset, select the remove icon (×) on that row.
To edit the email template for any reminder, select Edit template next to the offset. The email editor opens in a new tab.

Save your settings

Select Save at the bottom of the page.

The catch-up reminder send (below) is a separate action and does not require you to save first.

Send catch-up reminders

Scroll to the Catch-up past-due reminders section. If members are past their renewal date without having received a reminder, you’ll see how many are in that group.
Select Preview catch-up list to review the list of affected members before sending.
Select Send catch-up reminders. A confirmation dialog appears. Select Send to confirm.

If the Send catch-up reminders button is greyed out, all the members in the catch-up list have opted out of lifecycle email. No catch-up reminder will be sent to them. You can still reach out to those members directly using the organization’s contact list.

Verify

You’ll know it worked when you see a “Settings saved” confirmation message. For the catch-up reminders, a summary message shows how many reminders were sent and how many members were skipped because they had opted out of lifecycle email.

If something goes wrong

“Second retry must be later than first retry” — your custom retry values are out of order. Make sure each retry day is higher than the previous one.
“Duplicate offset” — you already have a reminder at that interval. Each offset must be unique.
Save shows a permission error — ask your org owner to give you permission to manage renewal settings.

Per-level reminder override

You can set a different reminder schedule for a specific level. From the level detail page, select Renewal reminders in the sub-configuration section. Turn off Inherit from org default to enter a custom schedule for that level only.