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Plans and billing

Payment failed, or my shop is paused

What happens when a payment fails, the 7 day grace period, the paused page buyers see, and how to update your card and reopen.

Written By Justin

Last updated About 1 hour ago

If a payment fails, your shops stay open for 7 days while you update your card. If it still hasn't gone through after that, or your free trial ended without a plan, your shops are paused until you fix it. Nothing you've added is lost.

Only the shop's owner can fix billing. If you're a helper and see a paused shop, ask the owner.

If a payment failed

You'll know because:

  • we email you ("Your payment didn’t go through"), with the date your shops stay open until,
  • a red line at the top of the app says "Your last payment didn’t go through. Update your card to keep your shops open.",
  • Settings → Plan and billing shows Payment failed, with the date to update your card by.

Your shops stay open for 7 days from the first failed payment. We try the card again over the next few days. Two days before the 7 days are up, we email you again.

To update your card:

  1. Open Settings → Plan and billing. On a phone, Settings is on the More tab. On a computer, it's in the sidebar. You can also tap Billing on the red line at the top of the app.
  2. Tap Card and invoices. It opens Stripe's billing page.
  3. Add your new card there.

Once a payment goes through, the warning goes away.

If your shop is paused

Your shops are paused when:

  • a failed payment still hasn't gone through after 7 days,
  • your free trial ended and you hadn't chosen a plan, or
  • you cancelled and your plan has stopped.

While they're paused:

  • Your website shows a page saying your shop "is taking a break" and that it isn't open right now, in place of your items.
  • Buyers can't pay on your website.
  • Everything you've added is kept, and you can still sign in.

Open your shop again

The page in Settings → Plan and billing tells you what to do:

How it was pausedWhat to do
A payment failedTap Card and invoices and update your card. Your shops open again once the payment goes through.
Your trial endedUnder Choose a plan, pick one and enter your card.
You cancelledUnder Choose a plan, pick one and enter your card.

When billing is sorted out, your website comes back on its own.

If you see these

  • "Your free trial ends in 3 days" (or today): choose a plan in Settings → Plan and billing to keep your shops open. No card is on file, so nothing is charged unless you choose one.
  • "Your shops are paused, and their websites show a “taking a break” page.": see the table above.
  • Your website says it's taking a break, but billing looks fine: contact us from Help & chat, at the bottom of the sidebar on a computer, or on the More tab on a phone.

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