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We have a subscriber who wishes to update their card details but when I view their details through the subscriptions on the add-on they come up as past_due so I can’t access the links to send on to update their subscription. Why is this?
Updates need to be done before expiry. Normally, Stripe will handle the updating of cards automatically (where possible). If the update wasn’t done in time and Stripe tried it a few times to charge and those attempts failed (it is in a process to be cancelled). Hit the cancel button for it to completely end that process and then request the user to go and do a checkout for a new subscription from your site (with the new card).
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