IN BRIEF
The Payment Method Expiring workflow automatically notifies families with a current or future enrollment when their payment method is due to expire in the current month. This helps prevent failed payments during automated billing cycles and encourages families to keep their information up to date.
- Overview
- Accessing the Feature
- Step-by-Step Instructions
- Best Practice Recommendations
- Troubleshooting & FAQs
- Related Articles
Interactive Demos for configuring Autopilot workflows can be found in the Education Corner, accessible from the Office Portal's "Welcome" screen.
Overview
The Payment Method Expiring workflow helps maintain payment compliance by automatically reminding families about expiring credit or debit cards. It runs on a recurring schedule, checking all stored payment methods and sending notifications before they expire.
- Workflow type: Schedule-driven
- Trigger: Runs on a specific day and time each month
- Purpose: Alerts families with a current or future enrollment when their payment method is due to expire in the current month.
NOTE: This workflow only checks the default payment method linked to the Primary Guardian on the family account.
Accessing the Feature
- From the Office Portal, navigate to AUTOPILOT>WORKFLOWS>"Add a Workflow."
- Locate Payment Method Expiring in the list of workflows.
- The workflow will automatically be copied to your account and will open in the Workflow Editor.
- After configuring the workflow, Save your changes.
- When you are ready, Enable the workflow to begin using it.
NOTE: Only account administrators or staff members who have been granted “Admin Access” permissions can copy or edit Autopilot workflows.
Step-by-Step Instructions
- Open the Payment Method Expiring workflow.
- Review the workflow details:
- Trigger Type: Schedule-driven – runs on a defined day and time each month.
- Communication Template Used: Payment Method Expiring.
- Configure the following options:
-
Scheduled Event:
- For instructions on configuring the workflow schedule, see “Configuring a Scheduled Event” in How Do I Copy and Configure Autopilot Workflows?
- Send Bulk Communication by Family – Sends one message per family.
- Reply To Email – Defaults to the Location email if not provided.
-
Send Email / Send to All Emails
- NOTE: As the workflow only checks the Primary Guardian’s payment information, only the Primary Guardian will be notified.
- Send SMS / Send to All SMS
- Send Push Notification
-
Scheduled Event:
- After configuring the workflow, Save your changes.
- When you are ready, Enable the workflow to begin using it.
Additional Options
- Communication Templates: While staff cannot select a different communication template, the email, SMS, and Push notification versions of the Payment Method Expiring template can be edited under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES>"Autopilot" tab.
- Opt-In Compliance: Autopilot always respects family-level email/SMS opt-in preferences when sending messages.
Best Practice Recommendations
Configuration Tips
- Schedule this workflow to run twice a month:
- Between 1st and 5th of the month: to notify customers of expiring cards (Email or SMS)
- Prior to billing date: reminder (SMS or Push notification)
- Customize the email and/or text messages to include a direct link to the Customer Portal so customers can easily update their payment details.
- Use clear subject lines such as “Your Saved Card is About to Expire” to increase open and response rates.
Operational Tips
- Encourage staff to review the Recurring Billing Report (FIN-9) alongside this workflow for reconciliation.
- Generate this report to locate customers with upcoming expiration dates, as well as those with Invalid Payment Information to ensure complete coverage for billing updates.
- Keep the tone friendly and proactive—avoid wording that could sound like a penalty.
Troubleshooting & FAQs
-
Why didn’t the workflow send messages to all families with expiring cards?
- The workflow only checks for payment method associated with the Primary Guardian of a family with a current or future enrollment when their payment method is due to expire in the current month. Ensure that the family has a current or future enrollment.
- Ensure the correct guardian has a valid payment method saved.
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Can this workflow be used to notify secondary guardians with expiring cards?
- No. Notifications are only sent to the Primary Guardian’s contact information.
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How can I confirm whether messages were sent?
- Check the Autopilot Activity Log or the Communication Logs on the family profile.