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. 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 shows an amber Payment issue badge instead of Active, and the tiles keep your real renewal date, billing cycle and card. On every other page a Payment failed pill at the top reminds you until the payment goes through; press it for the Update payment method shortcut.

Fix it

1. On Subscription, press the Payment method row. Stripe's page opens in the same tab and brings you back to DivePilot when you are done.
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 the Subscription tab. Fix the payment there.

Retries and the last attempt

Stripe, not DivePilot, decides when a payment is retried. If the payment still fails after the last retry, or is still unresolved 14 days after it first failed, 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 has ended", which says that access is locked. Subscribe again on that page; nothing has been deleted.
• Your subscription has expired: the unpaid subscription may still exist at Stripe. The lock stays until you subscribe again, which ends the unpaid subscription first, so you never pay for two.

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

Charged twice

DivePilot keeps one subscription per dive center. While one is running, including one whose payment failed and is still being retried, subscribing again is refused with "This dive centre already has a subscription. Manage it under Settings, Subscription." When you subscribe again after a subscription expired or was cancelled, the old one is ended at Stripe first, so its unpaid invoice is not collected later.

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.