What happens when a payment fails
How a failed card payment affects a register or Pro, from Stripe's retries to a closed register, and what to do at each stage.
When a payment fails, Stripe can try the card again, and what you can use depends on where the subscription stands. The platform sends no billing emails of its own, so look for the warnings described here.
At a glance
| Status | A register | Pro | What to do |
|---|---|---|---|
| Payment failed | Stays open, with a warning | Stays on Pro, with a warning | Update your card, or pay the open invoice |
| Unpaid | Closes | Moves to Free | Pay the open invoice |
| Paused | Closes | Moves to Free | Write to us |
| Canceled | Closes | Moves to Free | Subscribe again, or upgrade to Pro again |
Payment failed: Stripe is retrying
The subscription shows Payment failed while Stripe retries. A register stays open meanwhile: a warning above its tabs says the last payment failed, and its row on the Home Subscriptions card offers Update the card. Pro stays on, with the same warning in the Plan section of Settings › Organization.
- Go to Settings › Billing and select Manage billing.
- Update your payment method in Stripe's portal.
To pay straight away instead, select Pay on the invoice's row, marked Open or Overdue, and pay it on Stripe's invoice page.
Unpaid: the register is closed
If the retries don't succeed, Stripe can mark the subscription Unpaid, and the register closes:
- Every tab shows the register's page instead of its records, where the subscription's row reads Pay the open invoice, with Manage billing.
- Your Privacy Center stops showing that register's public pages and forms.
- The workspace gets a notification that the register closed. Nothing in the register is deleted.
Pay the open invoice from Settings › Billing. The register reopens once Stripe confirms the payment.
An unpaid Pro subscription moves the workspace to Free, so its custom domains, brand hubs and policy translations pause. Pay the open invoice from Settings › Billing to return to Pro; nothing you set up is lost.
Paused: billing is on hold
Paused means billing for the subscription has been paused in Stripe. The register is closed, and there's nothing to pay from the platform: our team resumes billing from Stripe. If you didn't expect it, write to hello@eupresence.com.
Canceled: the subscription has ended
A subscription Stripe has ended shows Canceled, and its register closes. To come back, select Subscribe again on the register's page. To return to Pro, upgrade again from Settings › Organization. See Cancel a subscription for what happens to a closed register.
People and DPO services
For a failed payment on an employee's or contractor's service, see Pay for an employee and Pay for a contractor. For a DPO service, see Manage or end a DPO service.