Plan Sync Issues with Stripe
Troubleshoot problems with automatic plan synchronization to Stripe.
What is Plan Sync?
How It Works
When you create or edit a plan:
Plan saved to Preppable database
Automatically sent to Stripe
Product created in Stripe
Price created in Stripe
IDs stored back in Preppable
When It Happens
Creating New Plan: Immediate
Editing Plan Price: Creates new Price
Editing Plan Name: Updates Product
"Plan Not Synced to Stripe"
Symptoms
Plan shows in Preppable but not Stripe Dashboard
Missing "Stripe Product ID"
Can't create subscriptions
Common Causes
No Stripe Connection: Must connect first
Network Error: Temporary connectivity issue
Stripe API Error: Stripe service issue
Invalid Data: Plan has invalid fields
Solutions
Check Stripe Connection:
Go to Billing Dashboard
Verify "Connected" status
If not connected, click Connect with Stripe
Manual Re-Sync:
Go to Plans
Find the plan
Click Edit
Change something minor (add space to description)
Click Save
Should sync automatically
Check Stripe Dashboard:
Search for plan name
If exists, note Product ID
Contact support to link
"Duplicate Product in Stripe"
Why It Happens
Edited plan multiple times quickly
Network error during sync
Manual product creation in Stripe
Impact
Multiple products with same name
Confusion in Stripe Dashboard
No functional impact (uses correct ID)
How to Fix
Archive Duplicates:
Go to Stripe Dashboard
Products → Find duplicates
Check which ID is in Preppable plan
Archive others
In Preppable:
Go to Plans
Verify correct Stripe Product ID
If wrong ID, contact support
"Price Mismatch"
What It Means
Price in Preppable doesn't match Stripe:
Preppable: $100
Stripe: $95
Why It Happens
Edited price multiple times
Manual edit in Stripe
Sync failed partway through
How to Fix
Update in Preppable:
Go to Plans
Edit plan
Change price back, then to desired amount
Save
New Price created in Stripe
Do NOT edit in Stripe:
Always edit in Preppable
Stripe is source of truth for IDs only
Preppable is source of truth for data
"Subscription Using Old Price"
What Happened
Customer subscribed before price change:
Old Price: $100
New Price: $120
Customer still paying $100
Is This Normal?
Yes! Existing subscriptions keep their original price.
How to Update
For All Customers:
Go to Customers
Filter by plan
Select all
Bulk action: Update to New Price
Confirm
For One Customer:
Go to Customers → [Customer Name]
Click Subscription
Click Change Plan
Select same plan (will use new price)
Save
"Cannot Delete Plan"
Error Message
"This plan has active subscriptions and cannot be deleted."
Why Protection Exists
Prevents breaking active subscriptions
Maintains billing integrity
Preserves Stripe data
How to Delete
Option 1: Archive Instead
Edit plan
Toggle Active to OFF
Save
Plan hidden from signup but subscriptions continue
Option 2: Cancel Subscriptions First
Go to Customers
Filter by plan
Cancel all subscriptions
Wait for cancellations to complete
Then delete plan
Stripe API Errors
"Rate Limit Exceeded"
Cause: Too many API calls to Stripe
Fix: Wait 1 minute and try again
Prevention: Don't save plans repeatedly
"Invalid API Key"
Cause: Stripe disconnected
Fix: Reconnect Stripe in Billing Dashboard
"Product Name Already Exists"
Cause: Product with same name in Stripe
Fix: Rename plan slightly or archive Stripe product
Checking Sync Status
In Preppable
Go to Plans
Each plan shows:
✅ Synced: Has Stripe Product & Price IDs
⏳ Syncing: Currently syncing
❌ Not Synced: Missing IDs
In Stripe Dashboard
Go to Products
Each product shows:
Name (matches Preppable plan)
Prices (one per plan price change)
Active/Archived status
Force Manual Sync
When to Use
Only if:
Plan stuck in "Syncing" for >5 minutes
Multiple edit attempts failed
Support instructed you to
How to Force Sync
Go to Plans
Find plan
Click ⋮ (three dots)
Click Force Sync
Confirm
Warning: Creates new Product/Price in Stripe. Old IDs orphaned.
Preventing Sync Issues
Best Practices
Connect Stripe First: Before creating plans
One Edit at a Time: Don't save repeatedly
Wait for Confirmation: See success message before closing
Stable Internet: Avoid mobile/spotty connections
Check Stripe Status: status.stripe.com
Need Help?
Gather Information
Plan name
Stripe Product ID (if available)
Error message (exact text)
Screenshot of plan edit page
Contact Support
Email: [email protected]
Subject: "Plan Sync Issue - [Plan Name]"
Include gathered information
We can manually sync if needed