Billing & Dunning

Paid membership tiers that renew (monthly, yearly, or weekly) bill through Flo Payments. Flo charges the card on file each period, tracks status in your dashboard, and handles failed payments with reminders and optional grace periods.

This guide covers recurring membership billing only. One-time tier prices charge once at join — there is no renewal or dunning cycle. Free tiers have no billing.

Creator plan required

You need Creator or above and an Active Flo Payments account before fans can pay for recurring tiers — Connect payments.

What counts as recurring billing

Price type on a tier	Renews?	Covered here?
Recurring (weekly, monthly, yearly)	Yes — each billing period	Yes
One-time	No — single charge at join	No — see Create a tier
$0 (free tier)	No charge	No

If a tier offers both $9 / month and $90 / year, each fan is on one price row — billing follows that row’s interval.

How renewals work

Member joins on a recurring price
Fan checks out through Flo Payments and saves a payment method for future charges.
Flo bills each period
On each renewal date, Flo attempts to charge the saved card for that tier’s price (including any trial rules you set on the price row).
Successful charge
The member stays Active. You earn the sale (minus platform fees); the charge appears in Wallet activity.
Failed charge
Status moves to Past due (see below). Flo emails the member and may send follow-up reminders while billing is still retrying.

Flo does not send you a separate email for every successful renewal. Use Wallet and the member’s Payment history in the hub to review charges.

Platform fees on each renewal

Every successful renewal uses the same Flo Payments fee model as the first charge: your plan’s percentage plus the flat per-sale fee, built into checkout math — Flo Payments · Wallet fees.

Where you see billing

Membership Hub → Members

Column / area	Billing use
Status	Active, Past due, Paused, Cancelled
Renews	Next renewal date for paying members (blank for free or comp)
MRR	Estimated monthly amount for that member’s subscription
Payment history (member drawer)	Individual charges and billing events, newest first

Filter by Past due under Filters when you want a recovery list — Manage members.

Dashboard → Wallet → Subscriptions

The Subscriptions tab lists ongoing Flo Payments relationships (memberships, products, courses).

What you see	Meaning
Payment issues	Past-due billing — same situation as Past due in the hub
Active / Trial	Billing is current
Search	Find a member by email

Each renewal also creates a sale line in Wallet → Overview → Recent activity. The Subscriptions tab answers who is on a plan, not every past invoice — Wallet overview.

When a payment fails

If a renewal charge does not go through:

The member’s status becomes Past due in the hub (and Payment issues in Wallet).
Flo emails the member (see Reminder emails below).
You get an in-app notification: Member payment failed with their email and program name.
The member keeps access while status is Past due — community, classroom, and portal stay available until status changes to Cancelled (or they fix payment and return to Active).

Access during past due

Flo treats Past due members as still entitled to membership perks. The fan portal shows a clear Payment failed banner so they can update their card before access is removed.

What Flo does automatically

Step	Timing	What happens
First notice	Right after the failed charge	Email to the member with Update payment method (when Flo can open the billing update flow)
Follow-up reminders	About 3 days and 7 days after the first failure	Same style of email if they are still Past due
Billing retries	Handled by Flo Payments	Failed charges are retried on a standard schedule over several days (you do not configure retry times in Flo)
Optional grace cancel	Only if you set a grace period (below)	After that many days in Past due, Flo sets the member to Cancelled

Flo does not run a long multi-step “dunning campaign” with different templates — reminders reuse the same payment failed email so the message stays simple.

Reminder emails (what members receive)

Emails come from Flo (for example receipts@myflo.link on the first failure; follow-ups may send from hello@myflo.link).

Part	Content
Subject	`Action required: payment failed for` plus your program or tier name
Headline	Payment failed
Body	Explains the charge did not go through and asks them to update their payment method to keep access
Button (when available)	Update payment method → — opens the secure billing update flow
Footer note	Warns that the subscription may be cancelled if payment is not resolved

If the button cannot be generated, the email asks them to contact you to update payment details.

Members can reply to reach you in their inbox depending on the sending address shown.

What members see in the portal

Members manage membership billing in two places:

Membership page (program-specific)

https://myflo.link/{your-username}/portal/membership

Element	When Past due
Status pill	Payment failed
Banner	Your access is still active, but your payment method needs to be updated to keep your membership.
Update payment method	Primary button on the banner
Cancel membership	Shown in billing, but only works while status is Active. While Past due, use My Subscriptions (below) or fix payment first

My Subscriptions (all Flo subscriptions)

https://myflo.link/{your-username}/portal/subscriptions

Membership renewals appear alongside product and course subscriptions.

Element	When past due
Status badge	Past due
Warning	Your last payment failed. Please update your payment method to keep access.
Manage billing & payment	Opens billing self-service
Cancel subscription	Stops future renewals after confirm

Tier changes while past due

Fans cannot switch tiers while status is Past due. They should fix payment first, or you can adjust access from the hub — Manage members.

Failed payment grace period

You control how long Flo keeps a Past due member before automatically cancelling them.

Open hub settings
Dashboard → Memberships → your program → Open hub → Settings.
Gamification
In the settings sidebar, choose Gamification.
Failed payment grace period
Set days (0–90) and click Save grace period → toast Grace period saved.

Value	What Flo does
0 (default)	Flo does not auto-cancel after a fixed number of days. Billing retries continue on the default schedule until the subscription ends or the member updates their card.
1–90	If the member is still Past due after that many days, Flo sets them to Cancelled (access ends per cancel rules below).

Grace period is per program

The setting applies to the whole membership program, not individual tiers. Member badges live on the same Gamification screen — they are separate from billing.

The grace timer starts from when the member entered Past due (when Flo last updated their status for the failed payment).

When payment is fixed

If a retry or updated card succeeds:

Area	Result
Member status	Returns to Active
Portal	Payment failed banner goes away
Access	Continues without interruption
Your notification	No separate “recovered” notification — check Members or Wallet if you want to confirm

When membership ends after billing failure

How it ended	Access
Grace period elapsed (you set 1–90 days)	Flo sets Cancelled on the member record — hub and portal access stop when that status changes
Billing retries exhausted (grace 0)	Flo Payments ends the subscription; status becomes Cancelled when billing syncs
Member cancels from My Subscriptions	Cancellation is immediate in billing; status updates to Cancelled
Member cancels from the membership page (while Active)	Scheduled for period end — they keep access until that date
You cancel from hub or Wallet	Paid: access until period end; free / comp: immediate — Manage members

Flo does not send a dedicated “membership cancelled for non-payment” email from this flow — members may still get billing-system messages from the payment update flow where applicable.

Creator notifications

When a member’s renewal fails, Flo adds a dashboard notification:

Field	Content
Title	Member payment failed
Body	Member email and program name
Type	Warning style in the bell menu

Open Memberships from the notification to review the member list. There is no automatic email to you — watch the bell or filter Past due in Members.

Paused memberships (billing on hold)

Paused is different from Past due:

Status	Billing	Access
Paused	Temporarily suspended at your request	Billing on hold — resume from Settings → Members when ready
Past due	Renewal charge failed	Member keeps access while Past due; fix card or wait for grace / cancel

Pause and resume shortcuts live under Hub → Settings → Members — Manage members. Full cancel flows: Pause and cancel.

Filter
Hub → Members → Filters → check Past due only.
Open drawer
Click a row → review Payment history and notes.
Optional outreach
Email them personally if reminders are not enough — Flo already sent the payment-failed template.

Give more time before auto-cancel

Set grace
Settings → Gamification → Failed payment grace period → for example 14 days → Save grace period.
Use 0 for maximum retries only
Leave 0 if you want Flo never to auto-cancel on a timer and only rely on the default billing retry schedule.

Confirm renewal revenue in Wallet

Recent sales
Dashboard → Grow → Wallet → Overview → scan Recent activity for membership renewals.
Subscriber list
Open the Subscriptions tab for Payment issues vs Active counts.

Troubleshooting

Issue	What to check
Member says they updated card but still Past due	Allow a few minutes for the next retry; check Payment history in the drawer. Status should flip to Active after a successful charge.
No Update payment method button in email	Rare — email still explains the failure; member can use portal banner or Manage billing & payment on My Subscriptions.
Member lost access while Past due	Unusual — Past due should keep access. If status is Cancelled, grace period may have elapsed or billing ended — check Status and grace setting.
Renews column blank	Free tier, comp, or one-time price — no recurring date.
Charge succeeded but Wallet looks low	Fees and pending vs available timing — Wallet balances.
Cannot set paid prices	Flo Payments must be Active — Connect payments.

What's next?

Manage members — filters, drawer, payment history, pause
Create a tier — recurring vs one-time pricing
Welcome email — first touch after join
Wallet overview — balances, subscriptions tab, payouts
Flo Payments — fees and payout timing
Member benefits — what stays available while active or past due