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Last Edited Time
Jun 25, 2025 09:35 PM
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Suggested Tag
Squarespace
payment management
subscription products
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AI summary
To resolve failed Squarespace subscription payments, customers should update their payment details in their account, while owners must ensure their Stripe connection is active. Regular checks can prevent issues, and once a subscription is canceled due to payment failure, it cannot be reactivated.
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Platform
Category
Topic
Fixing Failed Squarespace Subscription Payments
What Happens When a Payment Fails
When Squarespace can't process a subscription payment, it automatically sends emails to both you and your customer. The customer gets clear instructions on how to update their payment details through their account.
Squarespace will retry the payment twice more - once every five days. If all three attempts fail, the subscription gets cancelled automatically.
How to Fix Payment Problems
For Your Customers
- Log into their Squarespace account
- Go to 'Subscriptions' then 'Payment Method'
- Click 'Update Payment Method' and enter new billing details
For You to Check
Check Your Stripe Connection
- Make sure your Stripe account hasn't been disconnected
- Update your bank details in Stripe if they've changed
- If you've recently switched to a different Stripe account, you'll need to work with Stripe to move your existing subscribers over
Quick Tip: Set a monthly reminder to check your Stripe connection and bank details. It takes two minutes and prevents most payment failures.
Common Questions
What if payments keep failing after updating details?
Double-check the customer's payment information is correct and your Stripe connection is working. If problems continue, contact Squarespace support.
Can I reactivate a cancelled subscription?
No - once a subscription is cancelled due to failed payments, the customer needs to buy it again as a new subscription.
How do I help customers who can't access their account?
They'll need to reset their password first, then follow the payment update steps above.
Key Terms Explained
Stripe - The payment processor Squarespace uses to handle all transactions securely
Recurring Payments - Automatic payments that happen on schedule (monthly, yearly, etc.)
Orders Panel - Where you can see all transactions and customer orders in your Squarespace dashboard
Prevention is Better Than Cure
Most failed payments happen because:
- Credit cards have expired
- Bank details have changed
- The Stripe connection has been disrupted
Set up a simple system to check these regularly, and you'll catch problems before they affect your customers.
If you're still having issues after checking everything above, Squarespace support can dig deeper into what's causing the problem.