Billing problems
A member says they were charged twice
Check their payment history. Two charges usually means either a store purchase alongside their membership, or a retried failed payment that succeeded after the member had already paid another way.
If it’s genuinely duplicated, refund one.
A member says they were charged after cancelling
Check the cancellation date against the billing date. If cancelled at period end, one more charge may have been expected. If the cancellation didn’t process, refund and cancel properly.
A payment failed
See Handle a failed payment. Most resolve without you.
Payouts aren’t arriving
Check Billing for Payouts enabled. If it’s off, Stripe is waiting on verification — open the embedded dashboard and look for outstanding requirements.
A member’s price is wrong
Plan price changes don’t apply to existing subscribers — they stay at their original rate. Check for a price override or discount on their subscription. See Apply a discount.
I can’t sell a plan
Confirm Stripe shows Charges enabled, and that the plan’s visibility is Public if you expect self-signup.
A member disputed a charge
See Handle a dispute. Gather their signed waiver, check-in history, and payment history.