Manage an expired card

Pour :Administrateur

Preview: Manage an expired card

All bank cards expire. On average, a card is valid for 3 to 4 years. When a donor's card expires, their subscription automatically switches to Expired card status and the direct debits are suspended. Unisoft notifies the donor; up to you to orchestrate the update.

Automatic detection

At each direct debit cycle (at night), Unisoft checks the expiration date of the card registered for the subscription. Two cases trigger the switch:

Case	When?
Expiration date passed	Before even attempting the direct debit, Unisoft spots that we are past the expiration date
Platform refusal	Stripe or the platform refuses the direct debit with a card-related reason (expiration, blocking)

In both cases, the subscription moves to Expired card (red badge) and switches from the In progress tab to the Expired card tab.

Automatic email to the donor

At the time of the switch, Unisoft automatically sends an email to the donor:

Subject: "Your bank card is reaching expiration — remember to update it"

Hello Sarah,

Your bank card used for your monthly donation of 50 € to [Community Name] has reached expiration. To avoid interrupting your support, please update your information by clicking on the link below:

[Update my card]

If you wish to stop your donation, simply ignore this email.

Thank you for your loyalty.

The email contains a personalized update link (see Send a card update link).

ℹ

The donor can act without you

In most cases, the donor clicks on the link in the email, enters their new card, and the subscription automatically returns to In progress. You have nothing to do.

When to intervene?

You only need to intervene if:

• The donor has not reacted within 1 to 2 weeks
• The email bounced (invalid address)
• The donor contacts you by phone or in person

Reminder procedure

1. 1

   Open the Expired card tab

   Finance menu → Recurring payments → Expired card tab (red badge).

2. 2

   Identify the subscriptions to handle

   The tab lists all blocked subscriptions. You can sort by switch date to handle the oldest first.

3. 3

   Decide on the reminder method

   Depending on the urgency and donor profile:

   • Group email: use Create a message campaign at the top right to send a reminder email to several concerned donors at once
   • Individual email: open the subscription details and copy the update link to send it in a personalized email
   • Phone: call the donor and explain the situation, then send the link by SMS or email
4. 4

   Send the update link

   See Send a card update link for the detailed procedure.

5. 5

   Follow the automatic resumption

   As soon as the donor has updated their card, the subscription automatically returns to In progress at the next nightly cycle. No need to click on anything.

Case where the donor never responds

If after several reminders the donor does not react:

Time	Recommended action
2 weeks	First automatic email sent by Unisoft
4 weeks	Personalized reminder email
6 weeks	Phone call or SMS
3 months	If no response: cancel the subscription permanently and archive it

→ Cancel permanently

⚠

Don't let them pile up

The longer the Expired card list grows, the more recurring revenue you lose. A weekly check is enough to keep the situation under control.

Full workflow in one diagram

And for direct debit mandates (GoCardless)?

SEPA or Bacs mandates do not expire like bank cards: they remain valid as long as the donor does not revoke them. The Expired card status therefore only concerns bank card subscriptions.

For GoCardless direct debits, the possible switches are:

• Interrupted after 3 failures (insufficient funds, mandate revoked by the donor, etc.)
• Paused triggered by an administrator

→ Handle direct debit failures

Going further

• Send a card update link
• Automatic notifications
• Handle direct debit failures