All payment management is handled securely by Stripe. When customers:
Update payment details
Cancel a subscription
View invoices
Download receipts
They are redirected to a secure Stripe Customer Portal. SupaPass does not manage payment details directly.
How Customers Access Payment Management
Customers can manage their payments by:
Logging into their account
Going to Manage Access
Selecting Manage Payment Methods or Cancel Subscription
They will then be redirected to Stripe.
What Customers Can Do in the Stripe Portal
Inside the Stripe Customer Portal, customers can:
Update or replace their payment method
Add a new card
View billing history
Download invoices
Cancel an active subscription
Available payment methods may include:
Card
Apple Pay / Google Pay (browser dependent)
Direct Debit / SEPA (region dependent)
Other regional methods, like Klarna (depending on Stripe account settings)
Payment options depend on:
Customer location
Currency
Stripe configuration
Cancelling a Subscription
To cancel:
The customer selects Cancel subscription
They are redirected to Stripe
They confirm cancellation
Stripe may display a short feedback popup asking why they are cancelling.
This feedback form is part of Stripe’s system.
Once confirmed:
Stripe updates the subscription status
SupaPass receives the update automatically
Access is updated based on the subscription’s billing status
When Does Access End After Cancellation?
Access behavior depends on how the subscription was configured:
If cancellation is set to end of billing period, access continues until the renewal date.
If cancelled immediately, access ends immediately.
Access always reflects the billing status in Stripe.
Updating Payment Methods
Customers can:
Replace expired cards
Add a new payment method
Switch between available methods
If a payment fails due to an expired or declined card:
Stripe will attempt retries (depending on configuration)
Customers can update their payment method in the portal
Access may be affected if payment is not resolved
Summary
Customers manage billing securely through Stripe.
They can:
Update payment methods
Cancel subscriptions
View invoices
Access always reflects the subscription status in Stripe.
Keep in mind that in SupaPass you manage your products, your pricing and access permissions (what content falls under what product. In Stripe you manage all of your payment, like payment processing, billing, payment methods and invoices.
Changes made in Stripe automatically sync with SupaPass.
Frequently Asked questions
Can One-Time Purchases Be Cancelled?
Can One-Time Purchases Be Cancelled?
No.
One-time purchases cannot be cancelled through the Stripe portal.
If a refund is required, it must be processed manually.
Why Does the Business Name Look Different? Why does my user’s bank statement show a different business name?
Why Does the Business Name Look Different? Why does my user’s bank statement show a different business name?
The name shown in checkout and the customer portal is the legal business name connected to the Stripe account. This may differ from your channel or app name.
Customers are paying the Stripe-connected business entity. The statement descriptor shown on bank statements is also controlled within Stripe. If the displayed name is incorrect, update the business and branding settings inside Stripe.
Why Doesn't a User See Certain Payment Options?
Why Doesn't a User See Certain Payment Options?
Payment methods vary depending on:
Browser (e.g. Apple Pay requires Safari)
Device
Currency
Country
Stripe account settings
Not all payment options are available in all regions.
Why was my user charged after cancelling?
Why was my user charged after cancelling?
If a user cancels their subscription, the timing of cancellation determines whether another charge occurs.
There are two possible scenarios:
1️⃣ Cancellation at end of billing period (most common)
The subscription remains active until the end of the current billing cycle.
No further charges occur after that period ends.
2️⃣ Cancellation after a renewal has already processed
If the renewal charge was processed before cancellation, that payment applies to the new billing period.
Access continues for that billing period.
Stripe processes charges automatically based on the subscription’s billing cycle. SupaPass updates access according to Stripe’s status.
Why did my user’s payment fail?
Why did my user’s payment fail?
Payments can fail for several common reasons:
Expired card
Insufficient funds
Bank declined the transaction
Authentication required (e.g. 3D Secure not completed)
When a payment fails:
Stripe may retry the payment automatically (depending on settings).
The user can update their payment method in the Stripe Customer Portal.
Access may be affected if the payment is not successfully resolved.
Encourage users to update their payment method as soon as possible.
Why did my user lose access even though they didn’t cancel?
Why did my user lose access even though they didn’t cancel?
Access always reflects the subscription’s billing status in Stripe.
Common reasons access may end:
A renewal payment failed and was not resolved.
A temporary free access period ended.
A direct debit or bank transfer failed after temporary access was granted.
The subscription status changed to past_due, unpaid, or cancelled in Stripe.
If unsure, check the subscription status in Stripe first.
Why does my user see access ending in 3 days after purchasing?
Why does my user see access ending in 3 days after purchasing?
Some payment methods are not processed instantly.
This commonly applies to:
Direct Debit
SEPA
Certain bank transfer methods
When a user completes checkout using one of these methods:
Stripe begins processing the payment.
The payment can take up to a few days to clear.
Temporary access is granted while the payment is being confirmed.
During this time, the user may see an access expiry date (for example, “ends in 3 days”).
This does not mean they purchased a short subscription.
It simply reflects the temporary access period while Stripe confirms the payment.
If the payment succeeds:
Access is updated automatically to reflect the correct subscription or purchase.
If the payment fails:
Access ends automatically.
This behavior is normal for asynchronous payment methods.
If a user queries this:
Check the payment status in Stripe.
If the payment is “processing,” reassure the user that access will update once confirmed.
If the payment fails, advise them to complete checkout again or use a different payment method.