Subscription & Trial Issues
Recurring billing that stops, and trials that lapse.
Overview
Subscriptions depend on three things lining up: the master toggle, a working gateway, and a valid card with auto-renew on. When a renewal fails, one of those three is the answer.
Common Symptoms
Recurring option unavailable on a service
Likely cause: Subscription billing is off at workspace level.
Fix: Enable subscription billing under Settings → Payment Settings.
Subscription created but never charges
Likely cause: No default payment method, or auto-renew is off on it.
Fix: Ask the client to add a card in the portal, set it default, and enable auto-renew.
Renewal failed and access was restricted
Likely cause: The card expired or was declined.
Fix: Update the payment method — data is retained while the payment is resolved, not deleted.
Renewal did not create new work
Likely cause: The service’s recurring action is set to Do nothing.
Fix: Change it to Reopen order or Create new order depending on how you deliver.
Your own Clientish trial is expiring
Likely cause: Fourteen days elapsed with no plan selected.
Fix: Add a payment method in the Clientish Portal — your workspace data stays intact.
Client billed the wrong amount on renewal
Likely cause: A first price was set that differs from the recurring price.
Fix: Check the service’s first price and recurring price — the first period can legitimately differ.
Tips & Best Practices
Watch for cards expiring before they do. A failed renewal costs you a conversation; a card you replaced in advance costs nothing.