Your Uscreen platform is designed to handle subscription renewals automatically, ensuring your members maintain uninterrupted access to your content while you maintain predictable recurring revenue.
Understanding how the renewal system works helps you manage member expectations, reduce churn, and optimize your subscription business.
ℹ️ INFO: This guide covers the complete renewal process from the admin perspective, including how notifications work, managing in-app purchases, and what happens when payments fail.
Automatic Renewal for Your Members
The Renewal Process
If a subscription is not canceled, it will automatically renew at the end of the billing cycle. Here's what happens automatically:
The member will be charged
A Subscription Renewal Confirmation email will be sent
Member access continues without interruption
The next billing cycle begins immediately
Member Notification System
Subscription Charge Confirmation
Once a member makes their first successful payment, they will receive a Subscription Charge Confirmation email. This email:
Confirms the subscription details, amount paid, and next billing date
Sent for successful SVOD (subscription video on demand) purchases
Also, sent to confirm the successful renewal of the subscription
📝 NOTE: Members who start a trial subscription will first receive a Trial Subscription Confirmation email when they start their trial, followed by a Trial Subscription Ending email. The Subscription Charge Confirmation email is then sent when their first payment is successfully processed after the trial ends.
🔗 Learn more about Email Templates
30-Day Renewal Reminders
For quarterly, biannual, and annual members:
Every day at 2 p.m. EST, Uscreen checks for active subscriptions that will renew in exactly 30 days
If found, the Upcoming Subscription Renewal email is queued and sent between 2 p.m. and 2 a.m. EST
Depending on the member's time zone and email queue volume, they will receive the email within 29–30 days of the renewal date
⚠️ WARNING: Monthly subscribers do not receive an Upcoming Subscription Renewal email. Their Subscription Charge Confirmation email serves as their notification. We highly recommend leaving the Upcoming Subscription Renewal email on. Disabling this email might lead to an increase in chargebacks, which may impact your status with your payment provider.
Managing In-App Purchase Renewals
In-App Subscription Renewals
If your members subscribed through your mobile or TV apps, the renewal process is slightly different:
Any in-app transactions occur between the app user and the marketplace (Apple, Google, Amazon, Roku). While we don't have direct control over these transactions, we manage them using the limited options available within each marketplace's developer account.
Key Differences
All charges are handled solely by the app marketplaces, not Uscreen
Unlike subscriptions purchased directly through the website, where Uscreen manages the billing process, in-app purchases are entirely managed by the respective app stores
The app store controls the billing schedule and renewal timing
These marketplaces have stringent policies regarding the information they disclose, limiting the data shared with app developers and owners
When Payments Fail
Understanding Failed Payments
When a member's renewal payment fails, Uscreen's system automatically works to recover the payment and maintain their subscription.
What Causes Payment Failures:
The "On Hold" status applies when payment issues occur for subscription renewal. This can happen due to:
Failed Payment: A subscription renewal payment was declined by the bank or payment processor
Missing Payment Details: The subscriber has removed their payment information, or it has expired
Incomplete 3DS Verification: The subscriber didn't complete the required 3D Secure authentication
🔗 Learn more about Common Payment Errors
Grace Period
The account remains on hold for approximately 30 days after a failed payment
All account data, including saved content and preferences, remains intact during the on-hold (grace) period
Once payment is processed, the subscriber regains access to everything
🔗 Learn more about the On Hold Screen Display
Smart Retry System
When a subscription renewal payment fails, our system will automatically attempt to retry the charge:
The system will make multiple retry attempts over a period of time
During this time, the subscriber's account will remain On Hold
The subscriber will receive email notifications about the failed payment
If the payment is successful during a retry, the subscriber's access will be automatically restored
🔗 Learn more about Smart Retries
For Stripe Payments
Retries are managed using Stripe's Smart Retry feature, which automatically selects optimal retry times using machine learning. This intelligent system maximizes the chance of successful payment recovery and can reduce involuntary churn significantly.
💡 TIP: You can monitor the retry status by opening the Unpaid invoice and checking the Invoice History.
FAQs
How do I know when my members' subscriptions will renew?
How do I know when my members' subscriptions will renew?
You can view renewal dates in your People tab by checking individual member profiles. Each active subscription shows the next billing date.
Can I manually adjust a member's renewal date?
Can I manually adjust a member's renewal date?
Yes, you can adjust the next invoice date for individual members through their subscription settings in your admin dashboard. 🔗 Learn more about Adjusting the Billing Date
What's the difference between web and in-app subscription management?
What's the difference between web and in-app subscription management?
Web subscriptions are fully managed through your Uscreen dashboard and payment gateway. In-app subscriptions are controlled by the app marketplaces (Apple, Google, Roku, Amazon) and require update requests to our development team for any changes.
Will members lose access during the grace period?
Will members lose access during the grace period?
Yes, temporarily, members cannot access subscription content while their account is On Hold, but all their data remains intact. Once payment is successful, access is immediately restored.
How can I reduce failed payments?
How can I reduce failed payments?
Keep the upcoming renewal email enabled, and ensure your email templates are active.
Can I see which payments are being retried?
Can I see which payments are being retried?
Yes, invoices with failed payments will show as "Unpaid" in your Sales page. In Stripe, you can see the "Retrying" status and when the next attempt is scheduled.