Troubleshooting subscriptions and invoices

This page answers the questions creators ask most often about their clients' subscriptions, renewals and invoices, each with the cause and the steps that fix it.

If I change the price of a subscription, will current subscribers pay the new amount?

No. A subscription keeps the amount and billing period it was bought with. When you edit a subscription price, the form says so: "Active subscriptions on this price keep billing at the current amount and cadence in Stripe." The new amount applies to new purchases only.

You can raise the price for new clients in two ways, with the same result for existing subscribers:

1. Open the checkout in Offers → Checkouts (/checkouts), go to the Prices tab, edit the price and change the amount.
2. Or click Add price, create the new price, and switch the old one to inactive. An inactive price disappears from the checkout, and its tooltip confirms: "Inactive - no new purchases. Existing buyers keep their access." Renewals of existing subscriptions continue on it.

Click Save changes in the header after either change. More: Set up a subscription price.

How can a client cancel a subscription or a free access on their own?

Clients cancel in the client area of your storefront, in a browser. There are two places:

1. The avatar menu, Purchases & billing. The Subscriptions & renewals tab lists paid subscriptions with Cancel subscription; the Free access tab lists free products with Cancel access (a free newsletter shows Cancel subscription there too).
2. The product page, Access details card, with the same Cancel subscription or Cancel access button.

After Cancel subscription the access runs until the end of the paid period, the card shows Cancelled with the End date, and Resume subscription undoes it until then. After Cancel access on a free product the client loses access right away and their record moves to Archived on the product's Access tab.

Two things explain a client who cannot find the button. The mobile app has no cancel button, so the client has to log in through a browser. And a subscription limited to a number of payments with Allow cancellation before the last payment switched off cannot be canceled by the client after the first paid cycle; you can still cancel it for them. Details: Cancel or revoke a subscription.

A client's renewal payment failed. Do they lose access?

Not right away. Access stays on while the gateway retries the charge. The client gets the email "❌ Payment for product failed. [product]" with a link to retry or change the payment method, and Transactions (/orders) shows a Renewal order with the status Unpaid. Access ends only when the retries run out and the gateway cancels the subscription.

What you can do in the meantime:

1. Open Transactions. The attention panel at the top lists failed renewals under Subscriptions. Click Retry to charge the client's card again now.
2. If the result is "The customer must authenticate the payment - send them the recovery link.", use Recovery link and send that address to the client.
3. If the card was declined, ask the client to open the product's Access details card in the client area and use Change payment method, then Retry payment.

The full sequence, per gateway: Failed payments and retries.

I took a client's access away, but they are still being charged

Access and billing are two separate things. Revoking access archives the client's access record; the subscription at the payment gateway stops only when it is canceled as well. In the Archive the client form that is the switch Cancel your Stripe subscriptions. If it was turned off, the gateway keeps charging.

1. Open Customers (/customers), open the client and go to the Access tab.
2. Open the three-dot menu of the archived product row and choose Cancel subscription in Stripe. The confirmation explains: "Access is already revoked, but the payment provider still bills this customer. This stops future charges; the current period is not refunded."
3. You see "Subscription canceled - no more charges."

This stops future payments only. If a charge taken after the revoke should go back to the client, return it in your payment gateway's own panel. To do both at once next time, use Revoke with refund… and keep the cancel switch on: Cancel or revoke a subscription.

Can clients pay for a subscription with BLIK?

Yes, with recurring BLIK through Tpay. Other gateways cannot charge a BLIK payment automatically, so without Tpay a Subscription price takes card, Apple Pay and Google Pay. The Recurring BLIK tile shows on the checkout only after all four steps below are done.

1. Connect Tpay in Integrations → Payments (/integrations/payments) and sign the recurring BLIK payments annex with Tpay. The link How to enable recurring BLIK payments in Tpay in the Tpay window opens Tpay's own guide.
2. Click Manage on the Tpay card. In Recurring BLIK (recurring payments) copy the address shown there and save it in the Tpay Merchant Panel under Settings → Notifications as the address for BLIK alias notifications.
3. Turn on Recurring BLIK enabled on my Tpay account in the same section.
4. Open the checkout, go to the Prices tab, edit the subscription price and on its Payments tab turn on Accept recurring BLIK (Tpay). Save the price and the checkout. This is set on each subscription price separately; Enable on all in the Tpay window is not enough for subscription prices.

If the tile disappears later, check the switch from step 3. It is turned off for you, with a notification, when Tpay refuses the recurring consent on a buyer's first charge, which means the annex is not active on your Tpay account yet.

If you do not want automatic charges at all, use the Recurring payment price type instead: each cycle the client gets a payment link by email and can pay with any method, including a one-time BLIK. Gateway setup: Connect PayU, Tpay, Paynow or PayPal.

My subscribers get no reminder before the renewal

That is how automatic subscriptions work. A Subscription price charges the stored card or BLIK on the renewal date and sends no reminder emails. The reminders "⚠️ Your access will expire in 7 days. [product]" and the others in that series are sent only for access that does not renew by itself: a one-time price with a limited access period, or a Recurring payment price.

To check what a checkout sends, open it, switch to the After purchase view and choose Emails & notifications. A checkout with time-limited access shows the Renewal reminders section with the switch Remind the buyer before access ends; a checkout that sells only an automatic subscription or lifetime access has no such section. Details: Renewal reminder emails.

A paid order has no invoice

Open Transactions (/orders) and look at the Invoice column of the order. None means Zanfia did not try to issue a document, for one of these reasons:

To issue the missing document by hand, click the gear icon in the Invoice column and choose Issue invoice. The Edit and issue invoice window lets you check the billing data first. Setup: Automatic invoices.

An order shows "Issue error" in the Invoice column

Issue error means Zanfia tried to issue the invoice and it was not created. You also get the email "⚠️ Error when issuing invoice [product]", and the order appears in the attention panel at the top of Transactions under Invoices · issuance failed. The usual causes:

1. The buyer's billing data was refused, for example a wrong tax ID or an incomplete address. Click the gear icon, choose Edit and retry invoice issue, correct the data and issue again.
2. No invoicing account is selected. The error text starts with "No invoicing account selected". It appears when several invoicing accounts are connected, the checkout has none of its own and no account is marked as default. Open Integrations → Invoices, click Manage on the provider card and use Set as default invoicing system, or pick an Invoicing account in the checkout's Invoicing section. Then issue the invoice again from the gear icon.
3. The invoicing system did not answer in time. Wait a moment and use Edit and retry invoice issue or Retry in the attention panel.
4. Every new order fails. The API key or token of the invoicing system no longer works. Reconnect it as described in Troubleshooting integrations, then issue the failed invoices again.

Invoices that failed are never reissued on their own; each one has to be retried from Transactions.

A client needs different details on the invoice

Invoices are issued from the billing data the buyer typed at the checkout, and those details are reused for every renewal. To change them for future invoices:

1. Open Customers (/customers) and open the client.
2. In the left column find Invoice data and click Edit invoice data (or Add invoice data when it is empty).
3. Correct the company name, tax ID or address. For a client with active subscriptions tick Apply these invoice details to all active subscriptions, then save.

The billing data shown in Transaction details is only a record of what a given document was issued with; it cannot be edited there. An invoice that already exists is not changed by editing the profile. Correct it in your invoicing system, or fix the data and issue a new document with Edit and retry invoice issue when the first attempt failed. A buyer who wants a company invoice from the start fills in the company details and tax ID under Invoice details on the checkout.

If your problem is not listed here, see Get help and contact support.