## **🔍 Why This Happens**

If your subscription was cancelled due to a failed payment, Stripe (our payment processor) locks the cancelled subscription. In this state, the platform cannot attach a new payment method to the old subscription record — even if you click **Add Payment Method** multiple times, the change will not take effect on the cancelled plan.

This is a known Stripe limitation: a cancelled subscription can only have its cancellation details or metadata updated, not its payment method.



## **⚠️ Signs You Are Affected**

- You added or selected a new card, but the old card still appears as the active method.
- Your subscription shows a **Cancelled** or **Past Due** status in the Billing section.
- You receive repeated failed-payment emails even after entering new card details.

## **🛠️ How to Fix It**

1. Go to the top-right corner of the platform and click your **avatar**.
2. Select **Billing** from the dropdown menu.
3. Open the **Plans & Top-ups** tab.
4. Click **Manage Subscription** to view your current subscription status.
5. If your subscription is shown as **Cancelled**, do not attempt to update the payment method on that plan. Instead, click **Change Plan** to initiate a fresh subscription.
6. On the plan selection screen, click **Add Payment Method** and enter your new card details before confirming the plan.
7. Complete checkout — this creates a new active subscription with your updated payment method attached from the start.

Once the new subscription is active, your account access will be restored and future charges will go to the newly added card.



## **💡 Tips to Avoid This Issue in the Future**

- **Update your card before it expires.** Go to **avatar → Billing → Plans & Top-ups** and click **Add Payment Method** at any time while your subscription is still active.
- **Check your email alerts.** Search Atlas sends failed-payment notifications — acting on the first email prevents the subscription from reaching a cancelled state.
- **Keep only one primary card on file** to avoid confusion about which card is being charged.

## **❓ Frequently Asked Questions**

**Will I lose my data if my subscription is cancelled?** Your projects and data are preserved. Resubscribing restores full access without data loss.

**Can I reuse my old plan's pricing after cancellation?** Promotional or legacy pricing may not carry over to a new subscription. If you had a special rate, contact support before resubscribing so we can check your eligibility.

**Why does the new card appear saved but not active?** Saving a card to your Stripe wallet and attaching it to an active subscription are two separate actions. A cancelled subscription cannot have a new card attached — you must start a new subscription for the card to be charged correctly.



## **🆘 Still Need Help?**

If you have followed the steps above and your payment method still does not update, or if you see an error message during checkout, our team can resolve it manually. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.