Remove User When There Is a Failed Payment
When running memberships or subscription-based offers, it's important that access is managed automatically if a payment fails or a subscription is cancelled.
Rather than manually checking transactions, you can create a simple automation workflow that removes access when specific payment events occur. This keeps your system consistent and protects your revenue without additional admin work.
What This Automation Does
When a payment fails or a subscription becomes inactive, the system will:
Remove access to the membership or course
Remove any related access tags
Optionally notify the client
Optionally notify you or a team member
Once set up, this runs automatically in the background.
Alvéya template name:
Subscription Cancelled | Course/Community Access Revocation and Internal Email Notification
Step-by-Step Instructions: Setting Up the Workflow
Step-by-Step Instructions: Setting Up the Workflow
Step 1: Create a New Workflow
Navigate to Automations → Workflows → Create New Workflow. You can start from scratch or use a template that is in the Alvéya template folder. (Duplicate it first so you always have a clean version)
Step 2: Add the Trigger
Choose one of the following triggers, depending on your setup: Invoice Payment Failed, Subscription Status Changed, or Order Status Updated.
If using subscription logic, set the trigger condition to: Status = Failed, OR Status = Cancelled, OR Status = Past Due. This tells the system when to activate the automation.
Step 3: Remove Membership Access
Add an action: Remove Offer or Remove Course Access. Select the relevant membership or product. This ensures the user no longer has access to gated content.
Step 4: Remove Access Tags (If Applicable)
If you use tags to manage membership status, add Remove Tag and select the tag associated with active members. This keeps your contact segmentation clean.
Step 5: Optional – Send a Payment Notification Email
You may wish to add Send Email. This can inform the client their payment failed, provide instructions to update billing details, and offer a grace period if appropriate. Keep this message calm and clear.
Step 6: Optional – Internal Notification
You can also add an Internal Notification. This alerts you or your team if a payment fails, so you can follow up if needed.
Step 7: Publish the Workflow
Once all steps are added, review your trigger, confirm actions are in the correct order, and turn the workflow on. Your automation is now live.
What the Flow Looks Like
What the Flow Looks Like
Payment fails → Workflow triggers → Membership access removed → Tags updated → Notifications sent. No manual work required.
Best Practice Tips
Best Practice Tips
Test the workflow using a test subscription before going live
Ensure your trigger is connected to the correct product
Keep notification emails clear and supportive
Avoid relying solely on manual monitoring
Why This Matters
Why This Matters
Automated access control protects your revenue, maintains fairness across members, reduces admin time, and creates a clean, professional system. When your automations are set up correctly, your membership can run smoothly without constant oversight.
How to Regrant Membership Access After Payment Is Resolved
If a client's payment fails, your automation may remove their membership access automatically. Once their payment is successfully processed or their subscription is reactivated, you may need to restore access. This guide explains how to do that manually and how to automate it for the future.
When You May Need to Regrant Access
A client updates their payment details after a failed charge
A past-due subscription becomes active again
You manually approve continued access
A refund or error was resolved
Regranting access ensures the client can log back into their membership or program.
Option 1: Manually Restore Access
Option 1: Manually Restore Access
This is best for one-off situations.
Step 1: Locate the Contact — Go to Contacts → Search Contact Name and open the client's profile.
Step 2: Reapply Membership Access — Navigate to Memberships / Offers → Add Offer, select the relevant course or membership, and confirm access.
Step 3: Reapply Any Required Tags (If Used) — Add the appropriate membership tag and remove any "payment failed" or "inactive" tags if applicable. This ensures your contact remains correctly categorised.
Step 4: Confirm Access — It is good practice to confirm the client can log in and send a brief confirmation email if needed. Keep this communication clear and supportive.
Option 2: Automate Reinstatement (Recommended)
Option 2: Automate Reinstatement (Recommended)
If you regularly manage subscriptions, it is best to automate access restoration.
Step 1: Create a New Workflow — Go to Automations → Workflows → Create New Workflow.
Step 2: Add the Trigger — Choose one of: Invoice Payment Received, Subscription Status Changed, or Order Status Updated. Set the condition to Status = Active OR Payment = Successful. This ensures access is only restored once payment clears.
Step 3: Add the Action to Regrant Access — Add Grant Offer or Add Course Access and select the relevant membership or program.
Step 4: Reapply Tags (If Used) — Add Add Tag and select the appropriate "Active Member" or similar tag. This keeps segmentation aligned.
Step 5: Optional – Send Confirmation Email — This reassures the client that access has been restored and provides login details if needed.
Step 6: Publish the Workflow — Review your trigger and actions, then turn the workflow on. Your system will now automatically restore access whenever payment is successful.
What the Flow Looks Like
What the Flow Looks Like
Payment resolved → Workflow triggers → Membership access restored → Tags updated → Confirmation email sent. No manual follow-up required.
Best Practice Tips
Always test your workflow before relying on it
Avoid granting access before payment is confirmed
Keep email communication supportive and neutral
Review your failed-payment and reactivation workflows together to ensure they align
Why This Matters
Automating reinstatement reduces admin time, prevents accidental access gaps, creates a professional client experience, and keeps your membership system consistent. When your payment and access workflows work together, your membership runs smoothly in the background.