Summary
If a member is accidentally charged twice, it’s often because two active Stripe subscriptions exist for the same person. It doesn't usually happen often but this is typically from a member manually renews while automatic rebilling is already enabled, creating a second subscription in Stripe.
Why This can Happen
When a member is set up for automatic rebilling and also completes a manual renewal, Stripe may create a new subscription instead of continuing the existing one. Both subscriptions can remain active, resulting in duplicate charges.
How to resolve the issue
Find the member in Stripe
Log in to Stripe and search for the member. Using the member’s email address is usually the fastest way to locate their record.Identify the subscription connected to Join It
Open the member’s record in Join It and go to the Billing tab. Copy or note the Subscription ID shown there. You can also look at the auto re-billing dates - the one that matches the auto re-billing date in Join It, is the connected subscription.Match the subscription in Stripe
In Stripe, review the member’s active subscriptions and compare their subscription IDs to the one listed in Join It.
• The matching ID is the subscription connected to Join It
• Any additional active subscription is the duplicateCancel the duplicate subscription
Once you’ve confirmed which subscription is not connected to Join It, cancel it in Stripe. You can do this by either:
• Clicking the “X” next to the subscription, or
• Opening the subscription, selecting Actions, and choosing Cancel subscription
After cancellation
The canceled subscription will no longer bill the member, preventing future duplicate charges. No further action is needed once the extra subscription is removed.
Finding the Subscription ID in Join It and Stripe:
Here's where you'd find the Subscription ID in Join It:
Within Stripe you can see the subscription ID when you click on the subscription under the Subscription details you'll see the 'ID':
In this case, the Join It subscription ID matches this subscription ID in Stripe, so those subscription would be the one you'd want to keep.