When a payment fails
A failed renewal or checkout charge can leave your subscription past due. In many cases you can fix it by updating your card or paying an open invoice in Stripe. This article explains what you see on Billing, how Stripe retries work, and when to contact support.
Why payments fail
Recurring Delora charges run through Stripe on your renewal date. A charge can fail when a card expired, was replaced, has insufficient funds, or when your bank blocks recurring or international payments.
Checkout can also fail on the first purchase if the card is declined. The payment does not activate your plan until Stripe confirms success.
What you see on Billing
When Stripe cannot collect a renewal, Billing may show Payment required at the top. Subscription status can read Past due.
The Payments table may list a row with Status Failed for the declined attempt. Open View your payment history in this category if you need help reading that table.
Billing offers Open billing portal when payment recovery is needed. The hint asks you to pay open invoices or update your payment method in Stripe.
Fix the payment in Stripe
Start here before you contact support.
- Open Billing and tap Open billing portal (or open it from Subscription)
- Update your default card or add a new one in the payment methods section
- Pay any open invoice Stripe shows for your subscription
- Return to Delora. Billing should update after Stripe confirms payment
Stripe retries and your access
Stripe may retry a failed renewal automatically over several days. While retries are still scheduled, Delora can keep your paid plan active even though the subscription status is past due.
If every retry fails, paid workspace access ends and Billing moves you into payment recovery or renew mode. You can restore access by fixing payment in the portal or starting checkout again from Billing.
Update your card as soon as you see a failure. Waiting until the last retry increases the chance of a gap in access.
Bank blocks and decline messages
Some banks require you to approve recurring or foreign charges in the mobile banking app. If you see a generic decline, contact your bank and ask them to allow charges from Stripe or Delora.
Note any decline code or bank message you receive. It helps support if you still need help after updating your card.
Contact support from the dashboard
Open Settings, then Support. Choose Billing & subscription and pick Payment failed.
The page shows the last four digits and date of your latest attempt when Stripe provides them. Use the form to submit details, or email support@delora-digital.com with your account email, what you tried, and any bank message.
Delora never asks for your full card number in chat or email.
What to do next
Read Update your payment method for step-by-step portal guidance.
If you believe you were charged in error after a successful payment, read Request a refund in this category.
