Fees and billing
A fee charge failed and checkouts are paused
Update the card on your Whop membership; the period is retried on the next Monday run and checkouts resume on the first success.
Updated
What happens
When the weekly usage-fee charge of a store fails on Whop, LatchPay pauses that store's checkout: the theme line stops intercepting, buyers get Shopify's own checkout on the next page load, and the dashboard shows a red banner "The last LatchPay fee charge failed, so checkouts are paused." while that store is selected. Orders already placed are unaffected. Each store is charged separately, so your other stores keep running, although a declined card usually fails every store's charge that week, since they all use the same card.
The reasons you may see
The banner on Fees names the reason in plain words:
- The card on your LatchPay membership was declined, had insufficient funds, or has expired.
- No card is saved on your LatchPay membership.
- LatchPay could not find your membership on Whop.
- The charge failed on Whop. It is retried on the next weekly run.
How to resume
Update the card on Whop
Open your membership on Whop (Manage on Whop in Settings, or Update card on Whop on the Fees page) and update the payment method. The membership card is the card the fee is billed to.
Wait for the next weekly run
The failed period is charged again on Monday at 06:00 UTC. After a card error LatchPay looks up the newest card on the membership, so the updated card is used.
Checkouts resume by themselves
As soon as the store's charge succeeds its pause is lifted; you do not need to switch anything back on.
Retries
A period is attempted up to three times, a week apart. After that it stays marked failed for us to look at and its orders are not billed again, while new periods keep being computed and charged, so a working card unpauses you on the next successful run. Tell us what you see if the banner does not go away after a successful charge.
A store you disconnected
Disconnecting a store does not cancel the usage fee for what it sold before the disconnect. The weekly run still charges that last period and still retries a charge of that store that failed, on the same card and with the same three attempts. The store no longer appears in the store menu, so Fees lists it under Disconnected stores whichever store you have selected, and Home shows one line under Needs attention while a charge has failed.
- Charge failed: the period, the amount in the currency it is charged in, the reason from Whop in plain words, and when the run tries again, or "No more automatic retries" once the three attempts are used.
- Due: a charge that is running on Whop, or sales since the last period that the next Monday run charges.
While the run still tries a failed period again, update the card with Update card on Whop; there is nothing to switch on, since the store has no checkout to resume. Once a period has no automatic retries left, a new card does not change it: use Tell us what you see on the card and we look at it. Reconnect store opens the add-store flow with the domain filled in: connecting the same store again brings back its fee history, including the pause from the failed charge, which lifts on the first successful charge. There is no button to charge again right away; the next weekly run does it.