Once payments have been made, Hype allows both users and community admins to manage payments.
Updating Payment Methods
If a payment on a recurring product fails (whether it be donations, pledges, and/or subscriptions), Hype will send out an email to the user to update their payment method. Doing so within 21 days will allow the recurring payment to continue uninterrupted. In some cases, Stripe's automatic retry logic will be able to process the payment with no change.
If the three automated attempts fail, Stripe will delete the subscription, and users will need to create a new payment from within Hype.
Switching Payment Plans
If a Community offers more than one payment option for recurring products, users can log in to their accounts and select to switch to a different option. This applies to both billing frequency (monthly or yearly) and payment value.
For products with recurring payments (donations, pledges, and subscriptions), users can cancel their next payment by logging in to their account. Because products are always paid at the beginning of the cycle in Hype, this will be effective on the next billing date, and users will retain benefits of their payment until the product cancels
To revoke access immediately, including for passes, Community admins must make a change from within the Hype Dashboard.
In the case of billing discrepancies, users can request refunds or receipts, both of which can be managed from within the Hype Dashboard.
Payments outside of Hype
If you are processing payment outside of Hype and wish to grant access to users, you can do so via a Whitelist. Whitelists do not renew automatically so we recommend encouraging users to pay through Hype whenever possible.
We can also assist with migrating from other platforms to Hype.
⚠️ Note: Even though Hype processes payments through Stripe, payments created directly through the Stripe dashboard are not automatically synced to Hype so we encourage users to create subscriptions or recurring donations through Hype wherever possible.