#fatcat_unexpected
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iron tundra
Hello
A screenshot won't help much
Do you have the subscription ID? sub_xxx
merry holly
yeah this customer seems to have been cancelled because of failed payment, which is expected
iron tundra
Cancelled subscriptions do not automatically void invoices afaik.
merry holly
OK in this case did the user cancel, or did the failed payments cancel the subscription?
because looking at the timestamps it looks like the system cancelled it
iron tundra
Looks like customer requested cancellation through customer billing portal - https://dashboard.stripe.com/logs/req_xxoPapcXdBMxYv
The invoice was paid by the customer it seems?
The invoice was marked paid after this confirmation request -
https://dashboard.stripe.com/logs/req_KqfwH4egtpIJo6
I suspect customer ended up paying through a hosted surface - most likely customer portal
ah actually the payment method that was used with this payment was created via Hosted Invoice Page so most likely customer ended up paying via Hosted Invoice Page
merry holly
Yeah the more I look at this customer's history the more confused I get 
iron tundra
But the cancellation happened because customer requested it. Not because all the retries were exhausted.
merry holly
I don't seem to see that in this customer's log
https://dashboard.stripe.com/events?related_object=cus_QhEcomklE8REvU&starting_after=evt_1QCcosA231bzpnwRwkQj21ln
I see billing portals opened, he says he was trying to re-start his subscription
but the cancellation seems to be 1 second after the retry failed
merry holly
Looks like customer requested cancellation through customer billing portal - htt...
I don't seem to be able to see these links, I get this
iron tundra
According to our logs - last retry attempt for the invoice was made on 2024-09-27 which is way past the cancellation date
merry holly
oh I see that, it's a page further
so the order was
Failed payment
User cancelled
Failed payment
Failed payment
Subscription cancelled
then he adds a new payment method, payment works
iron tundra
yeah a couple more Failed payments after sub was cancelled
merry holly
ok so adding the payment method did not restart his subscription
it just settled the balance?
iron tundra
Yup. Cancelled subscription is a terminal state. There's no way to "restart" a subscription once cancelled.
merry holly
aha
OK mystery solved. There were some downstream cascading effects with firebase I won't bore you with
but now I know how it was triggered
iron tundra
Great, Happy to help 🙂
merry holly
thank you