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.)
Payments using certain methods, such as SEPA cards, may take additional time to process
Bank authorization issues can result in declined payments
🔗 Learn more about Common Payment Errors
What Members See
When a member's account is On Hold, they'll encounter this in two places:
On the Purchases Page, Members will see a red "On Hold" badge on their active subscription, along with a message prompting them to update their payment method.
Upon logging in or when accessing content directly, they'll see the On Hold screen, which includes:
A message informing them that their account is on hold due to a failed payment attempt
A form to update their payment information
A link to manage their purchases
Options to cancel their membership or sign out
What Members Can Do
Option 1: Update the Payment Information
Enter new payment details directly on the provided form
Click Update Payment to save the new information
Wait for the system to reattempt and process the payment
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. Members should contact their bank or use a different payment method.
Option 2: Cancel Your Subscription
If the member prefers to cancel their subscription instead:
Click Cancel my membership on the On Hold screen
Confirm cancellation when prompted
The subscription will be terminated, and the account will no longer be billed
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.
🔗 Learn more about Voided Invoices
Option 3: Manage Purchases
Members can navigate back to their Purchases page directly from the On Hold screen:
Click the Manage your purchases link on the On Hold screen
They will be redirected to their User Dashboard > Purchases page, where they can review their subscription details
🔗 Learn more about User Dashboard: Purchases
Option 4: Sign Out
If the member prefers to sign out without taking action, 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?
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?
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?
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.