> ## Documentation Index
> Fetch the complete documentation index at: https://docs.whop.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed subscription payments

> When a subscription payment is unsuccessful, Whop, the merchant, and the customer can take steps to fix the failure.

## What happens when a payment is declined

When a customer's payment gets declined or fails, Whop takes several steps to try and recover the payment:

* **The subscription status changes to Past due:** This means the payment needs attention, but doesn't immediately cancel access
  * You can view Past due payments by going to **Dashboard** > **Payments**, clicking **Status** and selecting only **Past due**
* **We email the customer:** Your customers receive emails prompting them to update their payment information
* **We retry the payment:** Whop automatically retries the charge over a 5-day period
* **Access may be temporarily paused:** Depending on your settings, your customer might lose access to your whop until the payment goes through
  * Go to **Dashboard** > **Settings** > **Checkout** and choose whether you want members to have **Access while past due** or not
* **Subscription is canceled:** If the payment still fails after 5 days, the subscription is canceled automatically

## For merchants — how to fix a declined payment

When a payment is declined, you can help the customer update their payment method and manually retry the payment from your dashboard.

1. **Ask the customer to update their payment method**
   * Contact the customer to confirm they have sufficient funds and a working payment method
   * To update their payment method, ask them to follow these steps:
     1. Go to [https://whop.com/@me/settings/memberships](https://whop.com/@me/settings/memberships)
     2. Click on the inactive membership
     3. Click **Update payment method**
     4. Add the new card details and save

2. **Manually retry the payment from your dashboard**

   1. Go to **Dashboard** > **Payments**
   2. Click **Status** and select only **Failed**
   3. Select the failed payment
   4. Click **Retry payment**

   When the payment processes successfully, Whop restores the customer's access automatically.

### How to change a subscription renewal date

To adjust the renewal date of a customer's membership, the merchant can add free days to the plan, which will push the date on which the customer is charged next. See how to add free days to a plan [here](/manage-your-business/manage-payments/manage-users#how-to-add-free-days-to-a-plan).

If a subscription is mid-billing cycle, you will simply need to calculate by how many days you would need to add to make sure the customer is charged on the desired date. Merchants have to make this change on their end from their dashboard; customers cannot make this change on their own membership. Please [contact the seller](/memberships-and-access/cancellations-and-refunds/contact-a-merchant) to make this request.

## For customers — how to fix a declined payment

If one of your subscription payments has failed:

1. Go to [whop.com/@me/settings/memberships](https://whop.com/@me/settings/memberships).
2. Sign in with your email.
3. Click on the inactive membership
4. Select **Update Payment Method** and enter your new billing information.
5. Retry the payment. When it succeeds, you'll see a confirmation on the page.