View the Failed Transaction Report in Zenoti Payments
This article explains how to use the Failed Transaction Report in Zenoti Payments. This report helps you trace failed payment attempts, understand failure reasons, and take appropriate follow-up actions.
Overview
Whether you're a center manager or business owner, use this report to view and analyze failed payments—especially those related to recurring memberships or manual collections. The Failed Transaction Report captures all unsuccessful payment attempts processed through Zenoti Payments, including those routed via Adyen, Stripe, FreedomPay, and Scotiabank.
You can filter the report by center, payment provider, payment method, or transaction date range. All columns are included when you export the report, even if they're hidden in the UI.
Use this report to monitor and troubleshoot failures across multiple payment types, including cards, SEPA, ACH, and Direct Debit.
Note
Currently, this report is available only for Stripe Express users.
It will soon be made available for Zenoti Payments (Adyen) also.
Permissions
To view this report:
You must have Manager or Owner access in Zenoti.
You must have relevant invoice and payment information for accurate matching and tracing.
Column descriptions
Column Name | Definition | Description |
|---|---|---|
Center Name | The name of your center or club where the transaction was attempted. | Identifies the center. |
Invoice Number | Each failed attempt references an invoice. All payments are tied to an invoice in Zenoti. | Shows the linked invoice. |
Is Recurring? | Shows if the transaction is for recurring payment such as membership dues. Manual bulk collections are also marked as recurring. | Tells if the attempt was part of a recurring cycle. |
Transaction ID | Unique ID used to trace the transaction with providers. For Scotiabank, Zenoti sends and receives this ID in the response file. | Helps track the transaction. |
Request Timestamp | Date and time when Zenoti made the payment request. For Scotiabank, responses are delayed by one business day. | Shows when the payment attempt was made. |
Response Timestamp | Date and time when the payment provider responded. | Shows when a response was received. |
Payment Provider | The provider handling the transaction such as Stripe Express, Adyen, Scotiabank. | Identifies the provider who processed the payment. |
Payment Method | The method used: Cards, SEPA, ACH, Direct Debit (DD), Buy Now Pay Later (BNPL), iDEAL, and more. Scotiabank transactions are tagged as DD. | Indicates how the payment was attempted. |
Is Card Present? | Indicates whether the transaction used a physical terminal. "Yes" for card-present; otherwise, "No". | Indicates if the card was present. |
Card Brand | Shown for card payments only. Examples: Visa, MasterCard, Amex. For co-branded cards, only the primary brand is displayed. | Shows the brand of the card. |
Card Type | Credit, Debit, or Prepaid. If unavailable, shown as Unknown. | Specifies the type of card used. |
Issuer Name | Name of the issuing bank. Available for most payment types, including card and direct debit. | Shows the name of the issuer bank. |
Attempt Type | Can be one of the following: - Automatic-dunning: Retry based on dunning configuration - Manual-Bulk Collection: Manually triggered via bulk collection - Manual: Manually triggered per membership or invoice | Identifies the type - it was an automatic or manually triggered one. |
Guest Name | Name of the guest associated with the failed transaction. | Name of the guest. |
Transaction Amount | The total amount that was attempted to collect in this transaction. | Displays attempted amount in the transaction. |
Failure Reason | Error message or code provided by the payment provider such as from Fiserv explaining why the payment failed. | Reason for failure. |
Review and export the report
Follow the steps below to review the report:
Go to Reports > Failed Transaction Report in Zenoti.
Choose the columns you want to display in the grid.
Displayed columns:
Invoice Number
Transaction ID
Request Timestamp
Response Timestamp
Payment Method
Transaction Amount
Failure Reason
Apply filters such as center name, provider, payment method, or date range.
Export the report to download all available columns, regardless of what’s shown in the grid.
Note
You cannot select a date range longer than one month to maintain performance.
Impacts and considerations
The system can handle up to 12 million failure records annually.
If the selected range is too large, the following message appears: “The data you requested is too large to load. Try selecting a smaller date range or applying filters.”
The landing page shows only current day failed transactions.
Users can select a maximum 1-month date range per view.