> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/subscriptions/subscriptions-klaviyo-integration/payment-failed-email-flow.md).

# Payment failed email flow

Recover failed subscription payments with the Roadmap: Subscription payment failed metric, including the retry date for honest dunning emails.

Most failed subscription payments are fixable: an expired card, a blocked card, insufficient funds on billing day. The dunning email's job is to get the payment method updated before retries run out.

### Klaviyo event name

* `Roadmap: Subscription payment failed`: fires when a billing attempt fails. Roadmap retries automatically per your [failed payment retry settings](/subscriptions/pricing-and-billing/how-to-set-up-payment-retries.md); this metric lets you send an email notification when a failed attempt happens.

### Event properties

The full [contract snapshot](/subscriptions/subscriptions-klaviyo-integration.md), plus:

| Extra property              | What it holds           |
| --------------------------- | ----------------------- |
| `failed_at_date`            | when the attempt failed |
| `next_billing_attempt_date` | when Roadmap will retry |

### Recommended flow structure

1. **Trigger:** `Roadmap: Subscription payment failed`
2. **Email, immediately:** honest and calm:

```liquid
We couldn't process your {{ event.product_titles.0|default:'' }} renewal on {{ event.failed_at_date|default:'' }}.
We'll try again on {{ event.next_billing_attempt_date|default:'' }}.
```

One CTA: update the payment method. See [Updating a customer's payment method](/subscriptions/managing-subscriptions/updating-a-customers-payment-method.md) for the recapture options, including the [Payment Method Update email](/subscriptions/managing-subscriptions/customizing-the-payment-method-update-email.md).

### Strategy

* **Lead with the retry date.** "We'll try again on the 20th" reads as helpful; a bare "payment failed" doesn't provide customers much clarity on next steps.
* **No blame.** Most failures are bank-side; write like it.
* **One email per failure is usually enough**, since the metric fires on each failed attempt and stacking extra reminders per attempt gets noisy fast.

### Related guides

* [Failed payment retries](/subscriptions/pricing-and-billing/how-to-set-up-payment-retries.md)
* [Subscription failed email flow](/subscriptions/subscriptions-klaviyo-integration/subscription-failed-email-flow.md): when every retry is exhausted


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