There are few things worse than missing payments from members. If you ever find yourself looking at a team and seeing that their plans were suddenly removed/disappaered or that they are no longer being invoiced, use this guide for some potential explanations
Things to check:
1. Update your failed payment settings in Stripe
This is the usual culprit for this issue. By default, Stripe includes a setting that will cancel a membership after multiple failed attempts. This results in no further invoicing for this team. We want to update that setting to "leave as is" so that failed payments do not cause a lapse in invoicing. We outline this in our 7 steps for success article in step 1. You can learn how to change that setting here.
2. Check the team's history
The history tab on the team shows all of the billing logs performed by managers on your staff. You can check here to see if the plan was cancelled or removed by you or a staff member. More on the history tab here.
3. The plans were set to cancel
When creating a membership (or after the fact) you can schedule a membership to cancel. If a membership was created with a cancellation date set, it may not register a log in the history table for that future cancellation
If the cancellation was set afterwards, there should be a log. You can learn more about scheduling a membership cancellation here.
4. Reach out to support
If the above doesn't work, please reach out to our support team and we'll gladly help you by checking through logs to determine the source of the cancelled plans.
Thanks!