Stripe can automatically cancel a customer’s subscription after several failed payment attempts. We recommend that you update your Stripe settings so that Stora can continue managing overdue subscriptions. You should update Stripe so that subscriptions remain active when payments fail.
How to update failed payment settings in Stripe
Follow these steps to change how Stripe handles failed payments for subscriptions.
Sign in to your Stripe account.
Click the settings cog in the top right.
Select Billing, then choose Subscriptions and emails.
Scroll down to Manage failed payments.
Under Retry schedule, select Use Smart Retry policy for subscriptions and set it to 8 attempts within 2 weeks.
Under Subscription status, set it to Leave the subscription as overdue/past due/unpaid.
Click Save to apply your changes.
💡 These settings keep subscriptions active so Stora can continue to manage overdue payments and apply your dunning process instead of Stripe cancelling subscriptions automatically.
We also recommend switching off the option to email finalised invoices from Stripe so you keep more control within Stora:
In Stripe, go to Settings.
Select Billing.
Click Subscriptions and emails again.
In Manage invoices sent to customers, turn off Send finalised invoices to customers.
💡 This prevents Stripe from emailing invoices directly and keeps customer communications consistent with your Stora settings.
For more detailed information, refer to Stripe's documentation on managing failed payments.
How to fix subscriptions already cancelled in Stripe
If Stripe has already cancelled a customer’s subscription, you need to update Stora so that billing continues correctly.
Cancel the Subscription in Stora
Since it no longer exists in Stripe, it must also be cancelled in Stora.
Open the customer’s Subscription in your Stora Backoffice.
Click Cancel subscription and confirm.
Recreate the Subscription.
From the customer’s account, click Create subscription.
Select the same unit type and insurance (if applicable) as before.
Choose the saved payment card on file as the Payment method.
Set a new Start date that aligns with the next billing cycle you want to use.
Allocate the desired unit and grant early access if applicable.
Raise a One-Off Invoice
Go to the customer’s Invoices.
Click Create invoice.
Add line items for any missed billing periods or charges.
Confirm the total and send the invoice to the customer.