Overview
All payments in MemberUp are securely processed through Stripe.
If a member experiences issues during checkout or with a recurring charge, it is typically due to card declines, authentication failures, or browser-based errors.
This article provides quick solutions for the most common issues members may encounter during payment.
Step-by-step Instructions
Follow these suggestions based on the type of issue being reported:
Member cannot complete checkout
Ask them to try again in a private/incognito browser window
Verify that the member is utilizing the appropriate checkout link.
Confirm that the member has clicked the “Join Community” link located at the bottom right corner to join your community.
Payment keeps getting declined
The member should contact their bank to authorize the charge
Have them update to a new card under Profile > Settings → Payment Methods → Add Card
Ensure sufficient account funds are available.
Check stripe to see the reason for failure.
Checkout page does not load
Ask them to refresh browser or clear cache
Try a different browser or device
Disable VPN or ad-blocking extensions
A member was charged incorrectly
Review the charge in Stripe → Payments
Issue a refund if needed
Pro Tips
Encourage members to keep billing details updated to avoid payment failures.
Verify your Stripe connection under Settings → Pricing if multiple users report payment errors.
Test checkout links regularly, especially after pricing changes.
Use direct Checkout Links to avoid broken navigation or outdated pages.
Troubleshooting & FAQs
Why does Stripe show “Authentication Required”?
Why does Stripe show “Authentication Required”?
This means the member must approve the charge with their bank (3D Secure / OTP). They should check their messages or banking app.
A member updated their card but still cannot pay.
A member updated their card but still cannot pay.
Ask them to retry checkout and confirm the card supports recurring payments if using a subscription plan.
Why does the checkout link point to the wrong page?
Why does the checkout link point to the wrong page?
Copy a new Checkout Link after changing pricing. Old links may still reference outdated plans.