In this story
Where: Readers & money → Subscribers
Open this page: admin.<your-site>/money/subscribers (replace <your-site> with your site address)
Before you start
- A plan and a connected payment service. See Plans.
- The webhook added, so Keynate hears about every payment.
Steps: see how your readers are doing
- Open Readers & money → Subscribers.
- Read the status of each reader. Tap one to see the history.
- Open Subscription report for the totals. It shows how many payments failed.
Steps: stop a renewal
- Open Subscribers and tap the reader.
- Press Stop renewal.
- Read what will happen and confirm. The reader keeps access until the paid period ends.
Good to know
- Payment failed means a renewal payment failed. The bank is retrying. Access goes on for a few days.
- Payment stopped means every retry failed. Access ends when the grace days run out. You set the Grace days on each plan.
- A free trial runs for the days you set on the plan before the first payment.
- If you change a plan's price, current subscribers keep their old price. New subscribers get the new one.
- If you archive a plan, current subscribers keep paying and reading. New readers cannot choose it.
Common problems
- A reader says they paid but is not a subscriber. Check the webhook. Each night Keynate also compares your orders with your gateway.
- Many readers show Payment failed. Ask them to update their card in the payment email they get.
Questions
Frequently asked questions
Can I refund a reader?
Yes. Only the site owner can. Tap the reader in Subscribers, then Refund last payment.
What does Payment failed mean?
A renewal payment failed. The bank is trying again, and the reader keeps access for a few days.
What happens when I stop a renewal?
The reader keeps access until the paid period ends. Then it does not renew.
If I change a plan's price, do current readers pay more?
No. Current subscribers keep their old price. New subscribers get the new one.