Fixing Subscription Errors
Common subscription problems and how to resolve them.
"Subscription Failed to Create"
Causes
No Stripe Connection: Must connect Stripe first
Plan Not Synced: Plan missing Product/Price IDs
Invalid Price: Price must be > $0
Customer Error: Customer payment method invalid
Solutions
If No Stripe:
Go to Billing Dashboard
Click Connect with Stripe
Complete onboarding
Try creating subscription again
If Plan Not Synced:
Go to Plans
Find the plan
Verify "Stripe Product ID" exists
If missing, plan will auto-sync on next save
If Invalid Price:
Edit plan
Ensure price > $0
Save plan
Try subscription again
"Payment Method Required"
What It Means
Customer didn't provide valid payment method during signup.
How to Fix
Customer must:
Log into their account
Go to Billing
Click Add Payment Method
Enter card details
Save
Restaurant can:
Send reminder email
Contact customer directly
Cancel incomplete subscription after 7 days
"Customer Already Has Active Subscription"
What It Means
Customer can only have one active subscription per restaurant.
How to Fix
To Change Plans:
Cancel current subscription
Wait for cancellation to process
Create new subscription with different plan
To Update Existing:
Go to Customers
Find customer
Click View Subscription
Click Change Plan
Select new plan
"Subscription Canceled by Customer"
Why It Happens
Customer clicked "Cancel Subscription" in their dashboard.
What You See
Status changes to "Canceled"
Cancellation date shown
Reason (if customer provided)
What to Do
Reach Out (Optional):
Send email asking for feedback
Offer to resolve issues
Provide reactivation option
Mark Complete:
Fulfill any remaining orders
Archive customer record
Send thank you email
"Subscription Past Due"
What It Means
Payment failed and retries exhausted.
Timeline
Day 0: Payment fails
Day 3: First retry fails
Day 5: Second retry fails
Day 7: Marked "Past Due"
How to Resolve
Contact Customer:
Call or email
Ask them to update payment method
Provide direct link to billing page
Manual Retry:
Go to Customers → [Customer Name]
Click Subscription
Click Retry Payment
Cancel If Needed: If customer unresponsive after 14 days:
Click Cancel Subscription
Select reason: "Payment Failed"
Confirm cancellation
"Invalid Fulfillment Date"
Causes
Selected date in the past
Restaurant closed on that date
No pickup slots available
Delivery outside service area
Solutions
Check restaurant operating hours
Verify pickup slot availability
Confirm delivery zone includes address
Select future date
"Coupon Code Invalid"
Why It Fails
Coupon expired
Already used (single-use coupons)
Minimum purchase not met
Not valid for this plan
How to Fix
Verify coupon code spelling
Check coupon restrictions
Ensure customer meets requirements
Create new coupon if needed
Data Sync Issues
"Subscription Exists in Stripe but Not Preppable"
Rare edge case:
Go to Stripe Dashboard
Find subscription
Copy subscription ID
Contact [email protected] with ID
We'll sync manually
"Subscription in Preppable but Not Stripe"
Should auto-resolve:
Wait 5 minutes
Refresh page
If still missing, contact support
Still Stuck?
Gather Information
Customer name and email
Subscription ID (if available)
Error message (exact text)
Screenshots
Contact Support
Email: [email protected]
Subject: "Subscription Error - [Customer Name]"
Include all gathered information