For: Anyone managing Recurring Plans in Prommt.
Before you start
This article assumes the Recurring Plan is showing as Active and the customer's card has been successfully captured during the activation payment. If the plan is not Active, the customer has not yet completed the activation step — resend the activation request.
For card-level failures on a recurring charge (declined, expired, insufficient funds), see [Troubleshooting: Autocharge payment failing after card capture] — the same failure types and fixes apply to Recurring Plan payments.
Charge didn't run on the expected date
Check the plan schedule first
Before investigating further, confirm the charge date you're expecting matches what's actually configured on the plan.
Go to Recurring Plans in your dashboard
Open the relevant plan
Review the Start Date, Frequency, and Next Payment Date fields
The next charge date is calculated from the start date and frequency set at the time the plan was created. If the start date or frequency was entered incorrectly when the plan was set up, the charge schedule will be off from the outset.
The charge is showing as pending or processing
Recurring charges are typically processed early in the day on the scheduled date. If you're checking mid-morning and the charge hasn't appeared yet, allow until end of business before investigating further. Processing times can vary slightly depending on your payment gateway.
The activation payment was completed late
The charge schedule is calculated from the Start Date set when the plan was created — not from the date the customer actually completed the activation payment. If the customer activated late, the first scheduled charge may have already passed and the next charge will be on the following cycle date.
Check the plan's payment history to confirm whether the first cycle charge was attempted. If it was missed entirely, contact Prommt Support with the plan reference.
The plan has a status other than Active
A charge will only run if the plan is Active. Check the plan status:
Status | What it means | What to do |
Pending | Customer has not completed the activation payment | Resend the activation request |
Cancelled | Plan has been cancelled — no further charges will run | Create a new Recurring Plan |
Expired | Plan has reached its end date | Create a new Recurring Plan if billing should continue |
Paused | Plan is on hold | Resume the plan if appropriate, or contact Prommt Support |
A previous charge failed and retries are in progress
If the most recent charge attempt failed, Prommt may be in a retry window depending on your Retries configuration under Settings → Recurring Plans. While retries are in progress, the next scheduled charge may be delayed.
Check the plan's payment history for failed attempts and the retry schedule. The customer should have received a Failed Payment notification — confirm this was sent and that the customer is aware.
The charge ran but isn't showing in View Payments yet
In rare cases there can be a short delay between a charge processing and the payment appearing in View Payments. Allow a few minutes and refresh before assuming the charge didn't run. If it still isn't appearing after 30 minutes, contact Prommt Support with the plan reference and the expected charge date.
Charge ran for the wrong amount
The plan amount cannot be changed after activation
The billing amount on a Recurring Plan is fixed at the time the plan is created. It cannot be edited on an active plan — any change requires creating a new plan.
If a charge has gone through at the wrong amount:
If the amount was too high — issue a partial refund for the difference via View Payments. See [How to issue a Refund].
If the amount was too low — you'll need to send a separate single payment request to the customer for the shortfall. See How to send a Single Payment request.
To correct the billing amount going forward:
Cancel the existing Recurring Plan
Create a new Recurring Plan with the correct amount
Send the new activation request to the customer
The wrong plan was charged
If multiple Recurring Plans exist for the same customer, confirm you're looking at the correct plan. Each plan in Prommt is independent — check the plan name, amount, and customer details before taking any action.
To avoid this in future, use clear and consistent plan naming when setting up Recurring Plans — include the customer name, amount, and billing frequency in the plan name.
A currency or location mismatch
If your account has multiple locations configured with different currencies, confirm the plan was created under the correct location. A plan created under the wrong location may charge in a different currency to what was expected.
If a charge has gone through in the wrong currency, contact Prommt Support — do not issue a refund and recreate the plan without confirming the correct configuration first.
Preventing issues on future plans
A few settings in Settings → Recurring Plans help reduce the likelihood of charging problems:
Advance Notifications — sends the customer a reminder 3 days before each charge. Reduces failed payments caused by insufficient funds or expired cards by giving the customer time to act.
Failed Payments notifications — alerts the customer immediately when a charge fails. Keep this enabled.
Retries — where available, configure retries with a sensible interval (3 days is a good default) to allow time for the customer to resolve payment issues before the plan lapses.