Adding members back into digital products

I am running an online course through Squarespace (digital product) and a participant who signed up on a payment plan changed her credit card details and when the next payment was taken out it was still charging the other card, payment failed, and has now revoked her access to the course. Does anybody know how to a) reinstate her access and b) allow payments to continue to be taken with the updated card? I take payments through Stripe. 

I host an online course on squarespace that offers instalment plans. I’ve had a member whose payment method declined three times but wants to keep access to the course. How do I essentially reinstate her payment plan and give her access ti the course again as she was automatically removed when her third payment was declined. 
 

thanks! 

I'm just wondering if you found a solution to this yet as I'm facing the same problem and can't find the answer. 

On 4/1/2024 at 1:48 AM, PoppyLeo said:

a participant who signed up on a payment plan changed her credit card details and when the next payment was taken out it was still charging the other card, payment failed, and has now revoked her access to the course. Does anybody know how to a) reinstate her access and b) allow payments to continue to be taken with the updated card?

2 hours ago, AussieEnglishAmanda said:

I'm facing the same problem

When a customer’s payment fails, you both get an email notification. The customer's email asks them to check/update their card details. The charge is attempted again after five days, and then five days after that. If they update their details in the correct place (there are two locations and it can be confusing!), their subscription will continue. However, if the payment fails for the third time, the subscription is cancelled and the only way to regain access is to purchase access in new transaction.

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I got an answer from support which I’ll update here for anyone else:

“We treat failed ongoing pricing plan payments the same as failed subscription payments. If the payment fails three times in ten days, the membership is canceled and the member loses access to your gated content.
 
After that they would need to sign up again, there isn't a way to reactivate the cancelled memerbship and pay only the remaining installment.
 
If you want them to sign up for less, you can create a discount code for them”

So what I’ve done is created a subscription in stripe, set up a discount code of 100% and asked my member to rejoin the course against. Which is kind of annoying because now the email sequence is going to be sent to her all over again