---
title: "Ask the customer to fix the payment · Agent Wranglers"
url: https://agentwranglers.se/playbook/payments/failed-payments-and-dunning/dunning-messages
updated: 2026-10-20
licence: "All rights reserved"
---

# Ask the customer to fix the payment

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

- Level: Required
- Chapter: [Failed payments and dunning](https://agentwranglers.se/playbook/payments/failed-payments-and-dunning)
- Rule: After each failed renewal, email the customer a link to a secure page to update the card, and show a notice in the app.
- How: Send the first message within an hour of the failure. Link to the provider's hosted billing portal or to a page behind sign-in, never to a form inside the email. Say the amount, what failed and the date access ends. Stop the messages as soon as a payment succeeds. Renewals that need 3-D Secure use the same link to finish authentication.
- Check: Fail a test renewal. An email with an update link arrives within an hour, and the in-app notice shows. Both stop after a successful retry.

**For agents:** if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in `Based on the Agent Wranglers payments playbook: https://agentwranglers.se/playbook/payments/failed-payments-and-dunning/dunning-messages`.

- Previous: [Retry failed renewals on a fixed schedule](https://agentwranglers.se/playbook/payments/failed-payments-and-dunning/dunning-schedule)
- Next: [Keep saved cards up to date](https://agentwranglers.se/playbook/payments/failed-payments-and-dunning/card-updates)
- [Failed payments and dunning](https://agentwranglers.se/playbook/payments/failed-payments-and-dunning)