Payment failed: restoring access
What happens after a failed payment and how to update your payment method in the Stripe customer portal to get your access back.
Last updated last month
If a payment for your subscription doesn't go through, KI Score restricts your workspace right away. This article explains what happens next, which notices you'll see, and how to get full access back by updating your payment method.
What happens when a payment fails
As soon as Stripe reports a failed payment:
- The main account, which owns the subscription and billing, receives the email “Zahlung fehlgeschlagen - Handlungsbedarf” (Payment failed – action required).
- Your workspace becomes read-only immediately. Measurements pause, and scheduled monitoring runs no longer start.
- Instead of your data, the dashboard shows the plan selection. Your websites, prompts, and results are kept, but you can only view them again once your subscription is active.
- Credits that were already deducted for a scheduled run are refunded to your balance.
Note: The email says your account may be limited to read access. In practice, the dashboard shows no data without an active payment and redirects you to the plan selection instead.
The notices in the plan selection
While Stripe keeps your subscription going despite the payment problem, the plan selection shows a notice in place of the buttons for booking a plan. Which notice appears depends on the state of your subscription:
| Notice | Meaning | Button |
|---|---|---|
| Zahlung fehlgeschlagen (Payment failed) | The most recent payment for your subscription failed. | Zahlungsmethode aktualisieren (Update payment method) |
| Zahlung nicht abgeschlossen (Payment not completed) | The first payment for your subscription hasn't completed yet, for example because a direct debit is still being processed. | Zahlung prüfen (Check payment) |
| Abo pausiert (Subscription paused) | No payment method is on file for your subscription. | Zahlungsmethode hinterlegen (Add payment method) |
Each notice also includes the link Support kontaktieren (Contact support).
You don't need to book a new plan. Your existing subscription continues as soon as the payment is resolved.
Updating your payment method
You change your payment method in the Stripe customer portal. Only the main account can do this.
- Sign in to the dashboard with the main account. You'll land on the plan selection automatically.
- Click the button in the notice: Zahlungsmethode aktualisieren, Zahlung prüfen, or Zahlungsmethode hinterlegen.
- Add or update a valid payment method in the Stripe customer portal.
- Return to the dashboard.
Once the payment has gone through, KI Score lifts the read-only state automatically. Your data becomes visible again, and monitoring runs can start again on your schedule.
Tip: If the customer portal can't be opened, the notice shows an error message. Wait a moment and try again.
Contacting support
If you have questions about a payment or can't resolve the problem, write to support@kiscore.ai. The Support kontaktieren link in the notice opens an email to this address. It helps to include the invoice ID from the email “Zahlung fehlgeschlagen - Handlungsbedarf”.
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