Troubleshoot membership subscription issues

Issues may arise with subscriptions that need your attention. Here's a summary of some of the common issues you may face and how to deal with them.

Expired subscription

A member's subscription was allowed to expire. They had paid but the invoice had not been marked as paid before the subscription expired.

• Create a new subscription for the member and set the renewal date.
• Invite them to set up a Direct Debit for future payments.
• Consider increasing the length of your grace period.

Cancelled Direct Debit

A member has cancelled their Direct Debit. You may have been notified by GoCardless.

• Find out if it was intentional.
• If so, cancel the membership subscription as well.
• If not, invite them to set up a new Direct Debit mandate.

Expired bank card

A member's bank card has expired and their subscription fees cannot or have not been paid.

• Invite the member to pay by Credit or Debit card.

Wrong renewal date

The renewal date for a subscription appears to be wrong and will trigger an invoice at the incorrect time.

• Edit the subscription and change the renewal date.
• Note that if you move the renewal date to the past it can cause the subscription to immediately become overdue or expired.