A recurring payment failed

This is normal and the app is built for it. What matters is whether recovery is running.

Check these in order

1. Check dunning is on

   Under Settings. With it off, nothing is retried.

2. Check the retry count.

   Retries land at 1, 3, 5 and 7 days from the first failure, capped by your setting. A subscription one day into the ladder has not run out of chances.

3. Check the subscription's status.

   Cancelled and paused subscriptions are never retried, on purpose, and their sequence is closed immediately.

4. Check the card.

   A payment method that no longer exists cannot be recovered by retrying. The buyer needs the secure Shopify link to update it, which they can request from the portal with Email me the link.

How to fix it

Turn on Automatically retry failed payments under Settings → Failed-payment recovery (dunning) if it is off. If the card is the problem, ask the subscriber to open the portal and request the card-update link. The app does not send its own failed-payment reminder emails yet.

A subscriber who fixes their card after the retries are spent is still recorded as recovered, so a late fix is never lost.

If it still is not working

Send us the details from Still stuck and we will read your store's own logs.