When a charge does not go through, your subscription stays in place but moves into a state that needs your attention.
How to spot it
Under Account → Plan and billing (/account/billing) the subscription card carries a notice: the last payment could not be collected, and you should update your payment method to restore the subscription.
The card's status then reads Past due.
How to fix it
- In the Payment method section, click Manage payment method.
- Store a valid payment method in the Stripe portal.
- Come back. Stripe retries the outstanding amount.
Once the payment goes through the status returns to Active.
What happens meanwhile
Purchased credits can be frozen while there is no active subscription. They are not lost, only temporarily unusable. See Read your credit balance.
The other statuses
| Status | Meaning |
|---|---|
| Active | Everything is in order |
| Payment pending | The purchase is waiting for payment confirmation |
| Past due | A charge failed, check the payment method |
| Incomplete | The purchase was not completed |
| Canceled | The subscription has ended |
If you are not the billing owner
You will not see the notice and cannot change the payment method. Contact your organization's billing owner, who is named on the Plan and billing page.
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