If a member no longer has access to Coapp and their membership is marked as “Suspended,” it is usually due to a failed payment. This article explains how to resolve the issue.
Possible Causes
• The saved payment method could not be charged.
• The default payment method is invalid or has insufficient funds.
• A payment method was changed without updating it in the Coapp account.
Solution for the Affected Member
The member can follow these steps to regain access to Coapp:
1. Settle the Outstanding Invoice:
• Go to Account > Billing.
• Click the “Pay” link to settle the overdue invoice using a valid payment method.
2. Check and Update the Payment Method:
• Navigate to Account > Billing > Payment Methods.
• Ensure that a valid and funded payment method is set as the default.
• If necessary, add a new payment method and remove outdated or non-functioning ones.
3. Check Membership Status:
• Once the payment is successfully processed, the membership will be automatically reactivated.
Solution for Admins
As an administrator, you can initiate the payment on behalf of the member and adjust the settings:
1. Set the Default Payment Method for the Member:
• Go to Account > Billing > Payment Methods and ensure that a valid payment method is set as the default.
2. Manually Charge the Invoice via Stripe:
• Open the unpaid invoice in Stripe.
• Click “Retry Payment” after setting the correct payment method as default.
Once the payment is successfully processed, the member will be automatically reactivated.
If the issue persists, please contact Coapp Support.