Troubleshoot Failed Scheduled Billing

When a scheduled billing occurrence fails to post, it is marked Failed. Failures are most often related to fee payment generation — typically an issue with the integrated third-party payment processor. You can locate the failure, review the error, correct the underlying issue, and re-queue the charge for processing.

Find failed occurrences

From the Billing Schedules tab, open the schedule that contains the failed charge and open the affected resident's assignment. Filter the Occurrence timeline by Failed status to see which charges did not post. You can also filter the schedule-wide Occurrences tab by status.

Failed occurrences are also visible on the Scheduled Billing card in the student's profile. If you are reviewing a specific student's account, check there first.

Review the error

Open the failed occurrence's row menu (⋯) and select Expand Details to review the occurrence and identify why the charge could not post.

Common causes and fixes

Payment processor issue (Fee Payment schedules)

Most failures occur on Fee Payment schedules when the fee payment cannot be generated — typically because of an issue with the integrated third-party payment processor. Confirm the processor integration is healthy, then retry the occurrence. If processor issues persist, contact Housing Cloud Support.

Fee type or cycle no longer active

If the schedule uses a Fee Payment mechanism, the associated fee type or housing cycle may have been deactivated or changed. Confirm both are still active.

Missing or misconfigured Charge Code

The schedule is linked to a Charge Code that does not exist or is not correctly configured in your finance settings. Open the schedule and verify the selected Charge Code is active and properly mapped.

Retry an occurrence

After resolving the cause, open the occurrence's row menu (⋯) and select Execute. Confirm the effective date in the Execute Occurrence dialog and click Yes, Execute Now to create the charge immediately. Alternatively, occurrences are picked up automatically on the next posting sweep, which runs every six hours.

When to contact support

Contact Housing.Cloud Support if occurrences continue to fail after you have reviewed the configuration, or if you see unexpected failures across many students at the same time. Provide the schedule name, affected student IDs, and the exact error messages shown on the failed occurrences.