IN BRIEF
The Invalid Payment Information workflow automatically sends a notification to families when their saved payment method is marked as invalid in the system. This helps ensure customers are aware of payment issues before billing or charges fail, reducing administrative follow-up.
- 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
When a payment method in a family account becomes invalid—such as an expired or removed card—the Invalid Payment Information workflow automatically notifies the guardian. This helps prevent failed charges during automated billing cycles and ensures families can quickly update their payment information.
This workflow applies to all families in the database, regardless of enrollment status.
- Workflow type: Event-driven
- Trigger: Payment method marked “Invalid”
- Purpose: Notify families promptly when payment methods require attention.
Accessing the Feature
- From the Office Portal, navigate to AUTOPILOT>WORKFLOWS>"Add a Workflow."
- Locate Invalid Payment Information 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 Invalid Payment Information workflow.
- Review the following default settings:
- Trigger Type: Event-driven – activates when a payment method is flagged as “Invalid.”
- Communication Template Used: Invalid Payment Information.
- Configure customizable options:
- Send Communication by Family – Sends one message per family when their payment method is invalid.
- Reply To Email – Defaults to the Primary Contact email address if not defined, since this workflow applies to all families (including those without active enrollments).
- Send Email / Send to All Emails
- Send SMS / Send to All SMS
- Send Push Notification
- 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 and SMS versions of the “Invalid Payment Information ” template can be edited under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES>“Autopilot.”
- Opt-In Compliance: Autopilot always respects email and SMS opt-in preferences when delivering messages.
Best Practice Recommendations
Configuration Tips
- As this workflow is event-triggered and communications are sent immediately, there should only ever be one instance of this workflow running. Otherwise, the customer will receive multiple communications as the event will trigger all instances of the workflow.
- Include a direct link to the Customer Portal in your message so families can quickly update their payment information.
- Customize subject lines (e.g., “Update Your Payment Method to Avoid Service Interruption”) to clearly communicate urgency.
- Set up consistent “Reply To” addresses for billing-related notifications to avoid confusion among recipients.
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.
- Combine this workflow with Payment Method Expiring for proactive reminders before cards become invalid.
Troubleshooting & FAQs
-
Why didn’t the workflow trigger when a payment method was removed?
- The workflow only triggers when a payment method is explicitly marked as “Invalid.”
- If a payment method is deleted entirely, the event will not trigger the workflow.
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Does this workflow notify all guardians on an account?
- No. For security reasons, it will only notify the guardian associated with the payment method that has been marked "Invalid."
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Will the workflow trigger if the family has no active enrollments?
- Yes. This workflow applies to all families in the database, regardless of enrollment status.