Sometimes a monthly payment does not go through, for example because a card expired or the bank declined it.
What you will see
- We email you with the subject "We couldn't process your payment".
- Your Subscription box in Account Settings says your last payment did not go through and asks you to update your card.
What access you keep
While your subscription is in this "past due" state, you keep your access. Stripe keeps trying to collect the payment. If every attempt fails, Stripe ends the subscription and your access to the paid parts of the site ends. Your account and progress are kept.
How to fix it
- Open Account Settings and press Manage Billing.
- Update your card or payment method on the Stripe page.
- Come back to the site and check the Subscription box.
If your subscription has already ended, open the Subscription page and subscribe again.
Still stuck? Use the Contact page.