When a payment fails

When a renewal cannot be charged, your dive center keeps working while the payment is tried again. Nobody is locked out at this stage, and guests can still book. A card declined when you first subscribe is a different case, see Subscribe to DivePilot.

How you find out

DivePilot emails the business email from sign-up. These emails are the signal to watch: your team gets no notification inside the app.

For a confirmation, press Confirm payment and approve it with your bank.

What the Subscription tab shows

Settings, then Subscription shows a red card, Payment issue: "We could not process your last payment. Update your payment method below - your account keeps working while we retry." The same card appears while a bank confirmation is outstanding.

The plan card and tiles below cannot load their details in this state. They may still show Active, with no renewal date, Monthly under Billing cycle even for a yearly plan, and no card. Go by the red card, not the badge.

Fix it

1. On Subscription, press the Payment method row. A Stripe page opens in a new tab.
2. Add a working card there, or sort out the reason with your bank.
3. To pay straight away instead of waiting for the next retry, go to Payment history, open the unpaid invoice with the icon at the end of its row, and pay it on Stripe's page.

Once the invoice is paid, your subscription is back to normal and the red card disappears when you reload the page.

Note: While your dive center still works and you are signed in, the Update payment details button in the "payment failed" email opens a page headed Subscription required with a card form. Do not subscribe there: it starts a second subscription, see below. Fix the payment from the Subscription tab instead.

Retries and the last attempt

Stripe, not DivePilot, decides when a payment is retried. If the payment still fails after the last retry, you get the "payment failed" email again and your dive center is locked. For anyone who can manage the subscription the page after sign-in shows one of two headings:

• Your subscription was cancelled: Stripe has ended the subscription. You also get the email "Your DivePilot subscription was cancelled"; its line that you keep access until the end of the paid period does not apply, access has already ended. Subscribe again on that page; nothing has been deleted.
• Your subscription has expired: the unpaid subscription may still exist at Stripe. Write to support@divepilot.app before subscribing again, so you do not end up paying for two. If Stripe keeps that subscription open, the lock lifts again on its own within a day, with the invoice still unpaid.

What the lock means for your team and your guests is in When access has ended.

Charged twice

Subscribing on the Subscription required or Your subscription has expired page while the unpaid subscription still exists starts a second, separate subscription. The old one is not ended: Stripe can still collect its unpaid invoice, and if it does, the old subscription carries on renewing. DivePilot sends no emails about the old one, leaves its new invoices out of Payment history, and Cancel subscription only reaches the new one.

If your card statement shows more DivePilot charges than Payment history, or a charge you do not recognise, write to support@divepilot.app with the date and amount of each, so the extra subscription can be cancelled and a refund requested. The app has no refund button, and the Terms of Service rule out refunds for partial periods except where the law requires them.