If payments stop, do customers automatically lose access to the Product(s)?

Learn more about your customers' access to Products after their payments end.

In this article:

• If payments stop...
• When is Product access automatically revoked?

If payments stop...

Although we wish they didn't, subscription cancelations and payment failures happen. So, what happens if they do?

With the different integrations set up with Stripe and PayPal, failed or canceled payments end future payments and may revoke access to the Product(s) included with the purchased Offer. 

When is Product access automatically revoked?

Stripe

Customers with failed payments or canceled subscriptions will automatically lose access to the Product(s) included with their Offer(s) if they purchased through Stripe. 

Subscription Canceled

Stripe's integration automatically revokes access to the Offer connected with the purchase inside Kajabi at the end of the billing cycle. These changes are recorded in both your customers' Contact Profile under their Purchases and in your Stripe account.

Subscription Failed

Similar to cancelations, failed subscriptions with Stripe automatically revoke access to the Offer connected with the purchase. 

Additionally, Stripe provides various solutions for managing failed payments including:

• Customize Stripe's Retry schedule if a payment failure occurs.
• Create Customer emails to send when a card payment fails.
• Adjust the Subscription status to determine the action that will occur if all retries for payment fail.

Learn to manage failed payments in Stripe.

PayPal

With PayPal, a canceled subscription is reported within your PayPal account, but by default, does not automatically revoke access to your Product(s) in Kajabi.

This means customers with failed payments in PayPal will still have access to your Product(s) included with their purchased Offer(s). To ensure that your customers cannot access your Product(s) included with their purchased Offer(s), revoke access to your Product(s) in Kajabi.

Still have questions? Let us know your question below to have it added to the list or reach out to Support if you need additional assistance. Thanks for being the best part of Kajabi!