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Hello!
I am working for of Univers Cristallin, an online shop that uses your ‘Subscriptions for WooCommerce’ plugin (free version). The URL for this online shop is https://univers-cristallin.com (anonymous data sharing with your team is enabled on this site).
Secure payment is provided by Stripe.
One of the customers took out a subscription on 19 November 2025, and this subscription renews automatically every two months for a period of 12 months.
For the renewal of the fourth instalment (on 19 May 2026) of this subscription, there were insufficient funds in the customer’s bank account. As a result, on 29 May 2026, the customer used their spouse’s card to pay for the fourth instalment.The problem is that this change of card and cardholder name triggered four payment requests (the subscription effectively restarted from the beginning), and the customer was debited four times, despite the cancellation of the first three.
What should be done to return to a normal situation and ensure that the next two instalments are processed as normal?
Hello,
Based on the scenario you described, the subscription should not restart from the beginning when a customer pays a failed renewal order using a different card. Normally, the failed renewal order is paid, the payment method is updated for future renewals, and the subscription continues according to its existing billing schedule.
If you want a more detailed scenario, we can check and help you. Please connect with our support team so they can help you in a much better way
Thank you
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