Why does my members account say "Expired" after free trial?

Article author
Josh Lopez
  • Updated

Using Memberstack 2.0? There is an updated version of this article here.

My customers' accounts say expired after their free trial period.


"When my free trial ends, it says that my user's account has expired even though they have added payment details during the 14 days."


A common reason for the "expired" message appearing is because you created the free trials in Stripe instead of Memberstack.


Creating free trials in Stripe causes a disconnect and essentially breaks Memberstack.


Here's how you can re-activate those "expired" customers:


  1. In Stripe, search the email address of an expired member

  2. Scroll down to Subscriptions

  3. Scroll to metadata

  4. Click 'edit metadata'

  5. Enter something like: ms_update = 1 (this doesn't matter and won't affect anything in MS)

  6. Press save

  7. Search that customer in your Memberstack dashboard and check the customer's status has updated to 'active'


By editing the metadata, you will have triggered Memberstack to update the subscription 🎉

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