Resolve common issues with payments for subscription products you sell

If you sell subscription products in your online store, your customer’s recurring payment may fail due to outdated payment information or an issue with your store’s Stripe connection.

Tip: For questions related to your Squarespace subscriptions and billing, visit checking your billing subscriptions. To update your Squarespace account billing details, visit Updating your billing credit card.

What happens when my customer’s subscription payment fails?

When a customer’s payment fails:

• You both get email notifications. The customer's email includes a link to update their billing information.
• We'll try to charge them again after five days, and then for a final time another five days after that. If the payment fails this final time, the subscription is canceled.
• Subscription renewals won't appear in the Orders panel if the payment fails.

Ensure the customer’s payment details are correct

If a customer subscription payment fails and they need help, ask them to update the card on file for their customer account. To do this, they should:

1. Log into their customer account.
2. Click Subscriptions.
3. Click Payment Method.
4. Click Update Payment Method.

If your customer’s card details are correct, check your Stripe connection.

Check your Stripe connection

A recurring payment may fail if there are issues with your Stripe connection. Resolve any connection issues, then we’ll process the subscription renewal on the next renewal attempt.

To ensure you can receive recurring payments through Stripe:

• Keep your Stripe account connected in Squarespace. If you need to disconnect your Stripe account for any reason, reconnect the same account. If you connect a different account, customers will have to resubscribe to your products.
• Update your bank information in Stripe. Stripe may disable payments to your account if your account information is out of date.

Reconfirm payment with Strong Customer Authorization

Customers with credit cards issued in the European Economic Area (EEA) may need to re-authorize a subscription renewal payment. If they aren't aware, this can cause their payment to fail. To learn more, visit Strong Customer Authorization.

What should my customer do if their subscription was canceled?

If the customer’s subscription was canceled after failed payments, they’ll need to purchase the subscription product again to restart the subscription.

What should I do if recurring payments are still failing after troubleshooting?

If your customer’s payment details are up to date, your Stripe connection hasn’t changed, and recurring payments still fail, contact us.