Payment failed: fix your card and restore access

When a subscription charge fails, your organization keeps Free, browse-only access to Studio (see Free exploration), with a warning banner at the top of every page. The banner and the payment-failed email open Stripe's payment flow directly; the credits button in the Studio header switches to Update payment method and opens the Payment Issue screen instead. Which options you see there depends on whether the subscription is paused or already cancelled. For other billing topics, see Account and Billing.

Why did my payment fail?

Stripe could not charge the card on file. Common causes are a declined or expired card, insufficient funds, or a bank that requires extra authentication (3D Secure). Your bank can tell you the exact reason.

There are two states:

• Paused. A renewal payment failed. The subscription is not cancelled, and Stripe keeps retrying on its own schedule. Fix the payment method (below) to restore access.
• Cancelled. Either a free trial's first paid charge failed, or a renewal stayed unpaid until Stripe's retries were exhausted. Stripe cancels the subscription, and you restart it (see Restart subscription). The retry schedule is set in Stripe, so no timeline is published here.

Payment emails go to the team's admins. If you are not an admin, ask one to fix the payment method. Open invoices and receipts are in Viewing Invoices.

Update payment method

Click Update payment in the warning banner at the top of any Studio page, or Update Payment Method in the payment-failed email. Both open Stripe directly.

You can also go through the Payment Issue screen (heading Your payment didn't go through), reached from the credits button in the Studio header once it switches to Update payment method while the subscription is paused, or by navigating to it directly.

1. On the Payment Issue screen, click Update payment method.
2. Stripe opens the unpaid invoice if there is one, or a card-update form if not.
3. Pay the invoice or add a new card. You return to the Studio and full access resumes right away.

Once the subscription is cancelled, the banner no longer appears. Click Restart My Subscription in the subscription-ended email to open the Payment Issue screen.

After access is back, you can change your plan if the old one no longer fits.

Restart subscription

When Stripe has cancelled the subscription, the Payment Issue screen shows Your subscription was cancelled with a Restart subscription button. The "Your subscription has ended" email has a Restart My Subscription button that goes to the same screen.

1. Click Restart subscription. This opens a new checkout on the plan you were last on. If that plan is no longer sold, you go to the plan picker instead. To pick a different plan, click Choose a different plan.
2. Checkout charges your card immediately. Restarting does not start a new free trial if you have already used one.
3. When checkout completes, you return to the Studio.

Your podcasts, episodes and settings are preserved, but a cancelled subscription has consequences that a paused one does not: RSS feeds are disabled and unused plan credits expire. Credits you bought as top-ups are not lost. See Understanding Credits.

If you cancelled on purpose and want to come back, see resubscribing.

Will I lose my podcasts?

Not while the subscription is paused. Your podcasts and episodes stay online, and unused plan credits are held until the payment issue is resolved.

If the subscription is cancelled, your content is kept but feeds are disabled until you restart (see above).

Can I cancel from the Payment Issue screen?

Yes, while the subscription is paused. Click Cancel subscription instead. A Keep your subscription? dialog offers Update payment method as an alternative, next to a Cancel subscription button. The option is not shown once Stripe has already cancelled the subscription.

Still stuck?

Open Help & Support in the Studio sidebar to chat with the team, or email support@jellypod.com.