Fixing Failed Subscription Payments on Squarespace
TL;DR:
- Squarespace retries failed payments twice over 10 days before canceling subscriptions
- Customers get email notifications with links to update their payment details
- Check your Stripe connection if payments keep failing
- Canceled subscriptions require customers to repurchase the product
- Stay on top of your payment settings to prevent disruptions
When a Squarespace subscription payment fails, the system sends email notifications to both you and your customer. The customer receives a link to update their payment information. Squarespace automatically retries the payment after five days, then again five days later. If the third attempt fails, the subscription gets canceled automatically.
How Customers Update Their Payment Details
Your customers need to act quickly to prevent their subscription from being canceled. Here's what they need to do:
- Log into their customer account on your Squarespace site
- Go to Subscriptions
- Select Payment Method
- Click Update Payment Method
Make sure you communicate this process clearly to customers when they receive failed payment notifications. The faster they update their details, the less likely you are to lose them.
Check Your Stripe Connection
Payment failures sometimes happen because of issues with your Stripe setup. Here's what to check:
Go to your Squarespace Commerce settings and verify your Stripe connection is working properly. If you've recently changed Stripe accounts or disconnected your account, you'll need to reconnect it or migrate your information to the new account.
Regular checks of your Stripe settings help catch problems before they affect customer payments.
What to Do After a Canceled Subscription
Once Squarespace cancels a subscription due to payment failure, you can't simply reactivate it. The customer needs to repurchase the subscription product to start their subscription again.
This means you might lose customers who don't want to go through the purchase process again. Keep your payment systems updated to minimize cancellations.
FAQs
How can I help customers update their payment details?
Direct them to log into their account, navigate to Subscriptions, and update their payment method. Consider sending them step-by-step instructions when they receive a failed payment notification.
What should I check if Stripe is causing payment failures?
Review your Commerce settings in Squarespace to confirm your Stripe integration is working correctly. Make sure your account connection is active and your details are current.
Can I set up automatic retry attempts after failed payments?
No, Squarespace handles payment retries automatically but doesn't offer additional automation options. You'll need to manage failed payments manually.
Jargon Buster
Stripe: Third-party payment processor that handles online transactions for Squarespace sites
Recurring Payments: Automatic payments charged at regular intervals for ongoing subscriptions
Subscription Renewal: The process of automatically charging customers for continued access to products or services
Canceled Subscription: A subscription that's been terminated due to payment failure or customer action
Stripe Connection: The link between your Squarespace site and Stripe that enables payment processing
Wrap-up
Failed subscription payments don't have to derail your business. Keep your Stripe connection current, help customers understand how to update their payment details, and monitor your subscription activity regularly. When subscriptions do get canceled, reach out to those customers personally to help them resubscribe. A little proactive management goes a long way in maintaining steady subscription revenue.
Ready to get more hands-on help with your Squarespace site? Join Pixelhaze Academy for step-by-step guidance and expert support.