What happens to my tracking if my payment fails?
You get 7 days to fix a failed payment, then tracking turns off until the payment goes through, and then it turns back on by itself.
The day your payment fails
When Stripe cannot take your TrueROAS payment, your tracking keeps running and a 7-day countdown starts. For each store your plan pays for, TrueROAS emails the store owner, the person who pays and the store's billing contact:
| Email subject | When it comes |
|---|---|
| Your payment didn't go through. Tracking for your store stops on the date tracking turns off | Right after the payment fails. |
| 3 days until your tracking turns off | About three days before that date. |
Each email has an Update payment method button that opens Stripe's billing page.
When you open TrueROAS, the Payment is past due window asks you to update your card. That window is explained in How do I update my card, get invoices or add my VAT number?. On General Settings, where the window does not open, a banner at the top counts down, for example Your payment didn't go through. with Tracking stops in 5 days. Update your payment method to keep Meta and Google getting your sales. and an Update payment method button.
Fix it before tracking turns off
- Click Update payment method in the email or the banner. You can also open General Settings, click the Billing tab and click Manage your subscription plan.
- Change your card on Stripe's billing page.
As soon as the payment goes through, the countdown stops and nothing else changes.
When tracking turns off
TrueROAS checks once a day, at 9:00 in the morning Stockholm time. At the first check after the 7 days, if the payment still has not gone through, tracking turns off for every store your plan pays for. It works the same way as when a plan ends, see What happens after I cancel, and how do I restart my subscription?.
You get one more email, Your tracking for your store is off. On General Settings, the banner reads Your tracking is off. with Your last payment didn't go through. Update your payment method to turn it back on., or with the number of orders that came in since then.
Turn tracking back on
- Click Update payment method in the email or the banner.
- Change your card on Stripe's billing page.
As soon as the payment goes through, tracking turns back on with the same settings, and the ad platforms that were getting your sales get them again.
If Stripe ends your subscription before the payment goes through, the emails and the banner switch to the wording for an ended plan, and the Update payment method button in an earlier email opens the plans instead of Stripe's page. Pick a plan again, see How do I choose a plan and start my subscription?.
Good to know
- A store that another active plan also pays for keeps its tracking. A plan whose payment failed too does not count.
- Tracking turns off and back on for the whole store, for everyone on it.
- Your data stays in TrueROAS while tracking is off, but orders that come in during that time are not matched to your ads.
- When your store pays through Shopify, Shopify handles failed payments and this countdown does not apply. If Shopify ends your TrueROAS subscription, see What happens after I cancel, and how do I restart my subscription?.
- You cannot get more than 7 days yourself. If you need more time, click Contact Support under Need Help? at the bottom of the Billing tab.