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On Hold Screen

The On-Screen Display for Pending or Failed Payments

Updated today

When there's a payment problem with the subscription or the payment is still processing, the invoice is marked as Unpaid, and the account is put On Hold.

If the member tries to access content, they'll see a screen indicating the payment issue, which needs to be resolved before they can continue using their membership.


What Causes an Account to Go On Hold

An account is placed on hold when an invoice is marked as Unpaid when:

  • A payment attempt is still being processed

  • A payment has failed (due to expired card, insufficient funds, etc.)

🔗 Learn more about Common Payment Errors


What Members See

When a member's account is On Hold, they'll see a screen display like this when they try to access content. The screen includes:

  • A message informing them that their account is on hold due to a failed payment attempt

  • A form to update payment information

  • Options to cancel their subscription or sign out


What to do

Option 1: Update the Payment Information

  1. Enter new payment details directly on the provided form

  2. Click Update Payment to save the new information

  3. Wait for the system to reattempt and process the payment

  4. Once successful, the access will automatically be reinstated

💡 TIP: If a card was previously declined, using the same card again may likely result in another decline. Users should contact their bank or use a different payment method.

Option 2: Cancel your Subscription

If you prefer to cancel your subscription instead:

  1. Click Cancel my membership on the on-hold screen

  2. Confirm cancellation when prompted

  3. The subscription will be terminated, and the account will no longer be billed

  4. After confirming, the member will be redirected to the Catalog

📝 NOTE: When a member cancels from the On Hold screen, the invoice will not be displayed from the Admin Area, but can still be found in Stripe, marked as voided.

Option 3: Sign Out

If the member prefers to sign out without taking action:

  1. Click the Sign Out link at the bottom


Important Information

  • The account remains on hold for approximately 30 days after a failed payment

  • The system may attempt to charge the payment method multiple times during this time

  • If payment isn't received within 30 days, the On Hold status will be removed, and the member will need to resubscribe to regain access

  • The member cannot access subscription content while your account is On Hold


FAQs

How long will an account stay on hold?

The account will remain on hold for approximately 30 days after the unpaid invoice date. If payment isn't received during this period, the subscription will be revoked. If a reattempt is successful, the access is immediately reinstated.

Can the member switch to PayPal on the on-hold screen?

Currently, it is not possible to switch from paying via credit card to PayPal in the On Hold screen. The user may cancel the subscription and resubscribe using PayPal.

What happens to saved content and preferences while the account is On Hold?

The account information, including saved content and preferences, remains intact during the on-hold period. Once payment is processed, the member regains access to everything.

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