What you see

A donor's recurring gift shows Past due, or a donor says their monthly donation stopped. On Gifts → Recurring, the plan is counted under Failed / at risk and listed under the At risk filter. The plan window says "Payment failed — Stripe is retrying."

Why it happens

Stripe couldn't charge the donor's card, usually because it expired or was declined. Stripe retries the charge. If the retries run out and Stripe ends the subscription, the plan changes to Canceled.

Fix

  1. Go to Gifts → Recurring and choose At risk, or open the donor's Giving tab and click Manage on the recurring gift.
  2. Check the status and Charge history.
  3. Ask the donor to update their card on your Manage giving page. They sign in with their email and a one-time code, then click Update card. Donors retries the failed payment straight away, and they see a confirmation if it went through.
  4. If you don't have a Manage giving page yet, an Org admin creates one in Communications → Forms with the Manage giving template and makes sure Update card is turned on.
  5. Staff can't enter card details. The Update card, Retry now and Send update-card link buttons in the plan window aren't working yet; they show "Card actions arrive when Stripe is connected."
  6. If the plan was canceled, the donor can start a new monthly gift on your donation form.

If that doesn't work

Tell the 2Labs team the donor, the plan's status, and when the donor updated their card. We can check the subscription in Stripe.