AirWallex Subscription Payment Failure - Retry Process

Q1: My subscription payment failed. Why did this happen, and how can I tell?

When a subscription payment fails, Airwallex automatically updates the subscription status to UNPAID. The will then send you a notification email that includes a link to either update your payment method or take care of the issue with your payment method.

Payment failures can happen for a few common reasons:

• Insufficient funds in the Airwallex wallet linked to the subscription.

• Card issues — the card may have expired, been canceled, exceeded its spending limit, or may not be activated yet (for physical cards).

• Incorrect payment details — stored card CVV or expiry may have changed (especially after activating a physical card).

• Bank or routing information errors — for payments involving bank transfers, incorrect account numbers, SWIFT codes, or routing numbers can cause failure.

Check the subscription details in your Airwallex account for the specific failure reason.

Q2: What happens after a payment fails? Will Airwallex try again?

Yes. Airwallex uses an automated recovery system called dunning to retry failed payments. Retry schedules depend on your subscription cycle:

The subscription will stay UNPAID while retries are attempted. If a retry succeeds, the subscription returns to ACTIVE automatically. If all retries fail, the subscription will be CANCELLED.

Q3: What should I do as a customer to fix a failed payment?

If you're the subscriber and a payment fails Check your email— find the email notification from AirWallex that tells you why your payment failed and how you can fix it.

1. Call your bank - If the reason given for your payment failing is due to bank authentication or a decline the reason is most likely related to restrictions the card institution has placed on your card. You can call them and ask them to remove the restriction or to activate the option to pay online international payments.

2. Review your payment method — if using a card, check that it hasn't expired and that you have sufficient credit available. Verify the CVV and expiry date match the physical card if you recently activated one.

3. Update your payment details — if necessary, add a new payment source or update your existing card information through Airwallex via the email they send you.

4. Wait for automatic retries — Airwallex will attempt to recover the payment automatically, so you may not need to take immediate action

What should I do if my payment hasn't gone through after several retry attempts and my payment is now 1 week past due?

If you have tried all of the ways above to get your payment to go through and it still does not, please email support@salsationfitness.com and copy and paste the following into the subject line: Please help! My AirWallex subscription payment has failed

This will send your message to our billing team so that they can assist you further.