Occasionally, you may run into an issue where a membership is recognized as active in Stripe, but not in the portal. The following guide will allow you to fix the customer's account so that it's recognized in both systems.
Note: A common cause of this issue is registering a customer's subscription in Stripe first, rather than the proper place in the portal. Subscriptions started in Stripe will not function properly.
This guide has 3 parts:
Removing the current membership through Stripe.
Crediting the account for any membership amounts already paid.
Signing the customer back up for a plan through the app through Attendant Mode.
If at any point in this guide, you seem to be unable to make the necessary changes in Stripe, you may need adjustments to your Stripe role. Please see the article Stripe Roles for more information.
To remove the current membership in Stripe:
Navigate to the customer's account page.
Select the 3 dots next to their subscription, then cancel subscription.
On the following screen, select to cancel immediately with no refund, and press cancel subscription.
Add an optional comment for record and follow any prompts for account verification.
To credit the account for any balances already paid:
In the portal, navigate to the customer's account under Users & Accounts. Select the Billing/Payments tab.
Select the Wallet Management tab, and click Adjust Balance.
Add the cost of the plan they will be put back on and click Update.
There should now be an increased balance on the customer's wallet.
To sign up the customer for a plan through Attendant Mode:
Open the app, navigate to the More menu (triple-dot), and select Attendant Mode near the bottom of the list.
Select Look Up Existing Customer or use the Attendant Wizard.
Type the Customer's information into the box and select the desired account.
Select Add New Vehicle & Plan or Manage Membership to add the plan to the customer's account.
Follow the prompts to select the appropriate plan and billing frequency.
If you applied the proper credit in the previous section and selected the proper plan, the customer should owe 0 dollars under "amount due" at the checkout screen.
Continue to purchase the plan. You will need a card on file to start this new subscription.
Please ensure proper crediting for the situation. The customer will be charged any remaining balances through their card on file.
The customer should now have a subscription that registers in the portal and in Stripe.