Failed Payment Transaction Report

The Failed Payment Transaction Report helps you identify payments that did not successfully process. Use this report to review failed payment attempts, identify why transactions failed, and troubleshoot declined or errored payments.

💡 Good to Know: This report can be found under Reports > Financial Reports > Failed Payment Transaction Report.

1. Select the Transaction Scope

Choose one of the following options:

All Transactions – Includes all failed payment transactions.
Select Date Range – Limits the report to a specified date range.

2. Select the Date Range (if applicable)

If you selected Select Date Range, enter the beginning and ending dates you want to include.

3. Select the Intent

Use the Intent dropdown to filter failed transactions by activity, such as:

Ticket Purchases
Donations
Recurring Donations
Other

4. Select the Initiator

Use the Initiator dropdown to filter failed transactions based on what initiated the payment attempt, such as:

User Initiator
Admin Initiator
Cron
Recurring Initiator
Unknown

5. Generate the Report

Click Submit to generate the report.

Review the Report

The report includes:

Date of failed transaction
Initiator
Cardholder
Contact
Intent
Amount
Whether the user still exists in the system
Payment Gateway
Status
Failure Reason
Total number of failed transactions

💡 Good to Know: Each record identifies whether the transaction failed because it was declined or encountered an error, along with the reason returned by the payment gateway.

Sample of Failed Payment Transaction Report

Use the Report

Use this report to:

Identify failed payment attempts.
Review declined and errored transactions.
Troubleshoot payment processing issues.
Verify recurring payments are processing correctly.
Research failed ticket purchases and donations.
Identify gateway error messages returned during processing.
Confirm whether failed payments require follow-up with the guest.

💡 Good to Know: A failed transaction shown on this report may have been successfully processed later. Always verify the guest's payment history before assuming a balance is still outstanding.

Print or Export the Report

After generating the report, you can choose to:

Download PDF
Download Excel
Print

💡 Good to Know: The spreadsheet version is useful for filtering failed transactions, identifying payment trends, and researching gateway errors. The PDF version is ideal for printing, saving, or sharing transaction details with your team.

Printable Quick Help Guide:

(see below for printing instructions)

How to Print This Guide

Right-click on the image of the guide
Select Save Image As…
Save the file to your computer
Open the saved image
Click Print (or use Ctrl + P / Command + P)

💡 Good to Know

For best results, print using Full Page or Fit to Page settings to ensure proper sizing and clarity.