Available on every plan · Updated 13 September 2026
Also asked as: “payment failed” · “past due” · “premium features locked” · “card declined on renewal” · “renewal reminder”
A subscription renews in one of two ways, and what happens when it does not depends on which.
The two ways a store renews
- Automatically, when a card is on file: the card you paid with last time is charged on the renewal date.
- Manually, when there is none: bank-transfer payers, and stores set up for you by our team, get reminder emails before the renewal date and pay from the Billing page with Renew now.
A manual payer who pays once by card becomes automatic from then on. A card that stops working goes the other way: the store becomes manual rather than being retried forever.
The ladder
- A charge fails, or a manual renewal date passes. The card is retried a few times over the following week. Nothing changes for you or your customers.
- Past due. The subscription enters its grace period. Everything keeps working, and you get reminder emails with the date the grace period ends. Paying at any point during it ends the matter, and the new period starts from your old period's end, so no days are lost.
- Unpaid. When the grace period runs out, premium features lock: pages that need an active subscription say Your subscription is not active, with Go to Billing, while orders, products and customers stay manageable, and the storefront keeps serving customers for a while longer.
- Offline. After that, the storefront stops serving; see Why your storefront is offline.
Your Billing page and the red banner name the state you are in and carry Renew now, which is the fix at every rung.
What is never affected
- Your data. Nothing is deleted at any rung.
- A complimentary subscription. A store on a hundred-percent discount is never charged, never reminded and never lapses; only a cancellation ends it.
- Orders already placed. They stay yours to fulfil.
Fixing it
Renew now on Billing, or in the banner, opens the payment window. The payment restores full access the moment it completes. To change the card before a renewal, use Update card beside Change plan on Billing; the new card becomes the one on file.
If it does not work
- The card is declined: try another card through Renew now, or pay by bank transfer if your Billing page offers it.
- You paid but the banner is still there: refresh once. If it stays, email us with your store name and the payment reference from the confirmation email.
Email support@shoponent.com with your store name if anything here does not match what you see. We read and answer every message.