Edge Case: Subscription Lapse¶
Last reviewed: 2026-04-01
Scenario¶
A customer's subscription expires (payment fails, cancellation, or non-renewal) and they lose access to premium features.
What Happens When a Subscription Lapses¶
- Access is retained until the end of the current billing period (even after cancellation)
- After the billing period ends, the account downgrades
- Data is NOT deleted — all business data remains intact
- Read-only access may be available on the free tier (limited features)
Common Customer Complaints¶
"I can't access my invoices / reports"¶
Your subscription has expired. Your data is safe and intact — renew your subscription to regain full access. Go to Settings → Subscription → select a plan.
"I cancelled but I'm still being charged"¶
Cancellation takes effect at the end of the current billing period. If you're within the billing period, you still have access (and are not being charged for a new period). Check the renewal date in Settings → Subscription.
"My payment failed and I can't log in"¶
Failed payment doesn't immediately lock the account — there is typically a grace period. Try updating your payment method in Settings → Subscription. If locked out, escalate to Tier 2.
"I want to resubscribe after months away"¶
All data is preserved. Go to Settings → Subscription → select a plan and complete payment. Your business data, transactions, and history will be exactly as you left them.
Payment Method¶
Subscriptions are processed via Paystack. Common payment failure reasons: - Expired card - Insufficient funds - Card blocked by bank - Paystack processing error
Escalation¶
- Tier 1: Guide the customer to Settings → Subscription to renew or update payment
- Tier 2: Payment disputes, refund requests, account locked due to failed payment
- Tier 3: Customer claims data loss after subscription lapse