Buyer Subscription Status
The Subscribers dashboard lets you view all customers who are subscribed to your plans, including their sign-up date, name, and email. You can also use this dashboard to search by email address and export a CSV copy of your subscriber list.
In this article, we will explain the different subscription statuses shown in your subscribers' dashboard:
Active
This status means the subscriber’s payment is up-to-date, and they have full access to the product.
If you need to cancel an active subscription, click the “…” button next to the subscriber and select Cancel Subscription.
Trialing
This status appears when a subscriber is currently on a free trial period before their first payment is charged. Once the trial ends and payment is successfully processed, the status will change to Active. If the payment fails, the status may transition to Past Due or Cancelled.
Cancelled
A subscription status changes to Cancelled when payments remain unsuccessful for an extended period.
Payhip allows a 20-day grace period after a subscription becomes past due before it is fully cancelled. During this period, we send three email reminders to the subscriber to update their payment details. If no action is taken within these 20 days, the subscription is automatically cancelled, and the subscriber is unenrolled from the product.
Paused
This status appears when you manually pause a customer’s subscription within your Stripe account. The customer will not be charged during the paused period, and you (as the seller) can resume the subscription at any time to continue billing.
Unpaid
The subscription is marked as unpaid when all payment attempts have failed, and Stripe has stopped retrying to collect payment. In this status, the subscription remains active, but no further charges are made until the outstanding invoice is settled.
Past Due
A subscription becomes past due when a payment attempt has failed. The system will continue retrying the payment while also sending the subscriber automated email reminders to update their payment details. If the payment is successfully processed within the retry period, the status will return to Active. If the payment continues to fail within the 20-day grace period, the subscription status will change to Cancelled.
Incomplete
This status appears when a subscriber starts the checkout process but does not complete the payment.
For example, if the customer attempts to subscribe but their bank requires 3D Secure (3DS) authentication, and they fail to complete it, the subscription status will be marked as Incomplete.
Incomplete_expired
This status appears when the customer doesn't finalize the payment by completing the 3DS confirmation within 24 hours
Note: When a subscription's status is marked as Past Due, customers will still have access to their account. Their access is only restricted when the subscription status is Cancelled, Incomplete, or Incomplete Expired.