Reviewing 'pending failed' subscriptions

Pending Failed subscriptions appear when a customer tries to register for digital delivery (e.g. email, BPAY View or Payreq Mailbox) but their request doesn’t match your uploaded contact data. 

If your organisation has enabled the Mailer Option setting “Review Failed Registrations”, these failed registrations are held in a queue so your team can manually review and decide whether to approve or reject them.

These are most often flagged for review when the customer has made a mistake when asked to provide authentication field date (e.g. Name as it appears on the bill). It enables you to review failed subscriptions and optionally choose to approve them.

To review Pending Failed subscriptions:

1. Login to your Payreq Delivery account
   

2. Go to the top menu and click Subscriptions

3. Select Pending Failed from the menu

4. You’ll see a list of failed registrations

5. Review each request against your internal records:

   • If you can confirm the identity of the customer and validate the registration details, click Approve this registration

   • If the request is invalid or cannot be verified, click Registration has failed because and select the reason. 

Please note: rejecting a pending subscription will not prevent the customer from trying again

Why Review Failed Registrations?

This feature gives you an extra level of control over who can receive documents via Payreq. It helps ensure customers don’t miss out on digital delivery just because of minor contact data mismatches — especially useful during high-volume registration periods or transitions.

Need more information? What is a Pending Failed Subscription?