Family Premium - failed payment and cancellation

This article explains how automatic payments for Family Premium work when a payment fails, is retried, or when the subscription is cancelled by Stripe.

These rules apply only to payments made through the eKool website (Stripe).

Why does a payment fail?

A payment may fail for several common reasons. Stripe reports the exact reason on the invoice, but the most frequent causes are:

• Expired bank card - The card’s expiry date has passed and needs to be updated.
• Changed card permissions - Your bank or you may have blocked online payments, subscriptions, or international transactions.
• Insufficient funds - There is not enough balance to complete the charge.
• Replaced card - Your bank issued a new card, but the subscription is still linked to the old one.
• Temporary bank restrictions - Banks may temporarily block payments for security checks.
• Failed authentication - Strong Customer Authentication (3D Secure) may fail if the bank app confirmation is rejected or times out.

What happens when an automatic payment fails?

When the first automatic payment attempt fails:

• You will be notified about failed payment and the cause of it.
• A 2-week grace period begins.
• During this period, your Family Premium access continues without interruption.
• Stripe automatically makes several retry attempts to charge the payment method.

If one of these retry attempts succeeds, your subscription continues normally.

If the payment is not fixed during the grace period:

• The 2-week grace period ends.
• Stripe cancels the subscription automatically.

Can I pay the old invoice after cancellation?

Yes - one time only.

If you open the old invoice link from Stripe’s email and pay it manually:

• Stripe marks the invoice as closed and settled.
• You receive one final usage period of Family Premium at the old price.
• When this final period ends, your subscription stops completely.

After that you can not:

• Pay the same invoice again.
• Reactivate the cancelled subscription.
• Use an old invoice link to continue the service beyond the one recovery period.

How to continue Family Premium after the final period ends?

When the final recovery period ends:

1. Go to ekool.eu.
2. Start a new Family Premium subscription.
3. The new subscription begins at the current price.

Old invoice links cannot be used to start a new subscription.

More info how to purchase Family Premium: Subscription to Family Premium