Subscription payment problems
A subscription shows Payment failed
Likely cause: The customer's card was refused at renewal. Tuppence is retrying it and has emailed your customer a link to pay with another card.
Ask your customer to find the email from you and pay with another card. The subscription carries on as soon as they do. See When a subscription payment fails.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
A subscription was cancelled, but nobody cancelled it
Likely cause: Every retry of a failed renewal failed, so the subscription was cancelled after the last one.
Start a new subscription for the customer once they’ve saved a working card, or send them a payment link that starts a subscription.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
A customer was charged when their trial ended
Likely cause: When a free trial ends, the first paid period starts. The customer was emailed beforehand.
If they meant to cancel, cancel the subscription. You can also refund the payment.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
A customer was charged in the middle of a period
Likely cause: Their subscription moved to a dearer plan, which charges the difference for the rest of the period straight away.
Check the subscription’s plan on the Subscriptions page. If the change was a mistake, refund the payment.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
There's no Change plan or Cancel button
Likely cause: Your role can't change subscriptions, the subscription has already ended, or (for Change plan) there's no other active plan to move to.
Ask an owner, admin or manager, or create another plan first.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.