> 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/subscription-failed-email-flow.md).

# Subscription failed email flow

Reach subscribers whose contract has become Failed with the Roadmap: Subscription failed metric, and bring them back with a reactivation path.

A contract becomes **Failed** when every payment retry is exhausted (or a merchant [marks it Failed manually](/subscriptions/managing-subscriptions/marking-a-subscription-as-failed.md)). The subscriber usually still wants the product: this flow is the last, most valuable recovery touch. A failed contract can be reactivated in the customers dashboard or via the admin panel.

### Klaviyo event name

* `Roadmap: Subscription failed`: fires when a contract enters the Failed status.

### Event properties

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

| Extra property   | What it holds            |
| ---------------- | ------------------------ |
| `failed_at_date` | when the contract failed |

### Recommended flow structure

1. **Trigger:** `Roadmap: Subscription failed`
2. **Email 1, immediately:** the subscription is on hold, with the fix: update payment, then reactivate. Failed contracts can be reactivated from the [customer dashboard](/subscriptions/storefront-and-accounts/the-customer-subscription-dashboard-a-tour.md) once payment is sorted.
3. **Email 2, a few days later:** a nudge with an incentive if they haven't recovered, since at this point you're saving a customer, not just a payment.

### Strategy

* **Name the product, not the problem.** "Your Labs Protein deliveries are paused" motivates; "contract failed" doesn't.
* **Provide the customer steps to fix their subscription.** If the card is dead, the fastest fix is update payment then reactivate: link both steps.
* **Watch this flow's volume.** A spike usually means a dunning or payment gateway issue, so check the [retry settings](/subscriptions/pricing-and-billing/how-to-set-up-payment-retries.md) before assuming customer churn.

### Related guides

* [Payment failed email flow](/subscriptions/subscriptions-klaviyo-integration/payment-failed-email-flow.md): the earlier, per-attempt flow
* [Marking a subscription as Failed](/subscriptions/managing-subscriptions/marking-a-subscription-as-failed.md)


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