# Joplin Cloud issues (payment not requested, cannot pay)

**URL:** <https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302>\
**Category:** Support\
**Created:** [3 December 2024 13:21 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302 "2024-12-03T13:21:49Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![dylanmorroll](https://avatars.discourse-cdn.com/v4/letter/d/3d9bf3/32.png) [@dylanmorroll](https://discourse.joplinapp.org/u/dylanmorroll)\
**Post date:** [3 December 2024 13:21 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/1 "2024-12-03T13:21:49Z")

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### Operating system

Linux

### Joplin version

3.1.24

### Desktop version info

Joplin 3.1.24 (prod, linux)

Client ID: f6814a4171564fbfbde0188a9e933e3c  
Sync Version: 3  
Profile Version: 47  
Keychain Supported: No

Revision: d581264

Backup: 1.4.2  
Note Tabs: 1.4.0  
Quick Links: 1.3.2  
Tagging: 1.0.3

### Sync target

Joplin Cloud

### What issue do you have?

For some reason my payment for Joplin cloud failed this month even though last month it was fine. This is already strange because it's a direct debit and on my bank I see no rejected payment, it seems to have never been requested. It should've gone out on the 30th, and then today I received a notification in my app stating "Your Joplin Cloud credentials are invalid, please login. Login to Joplin Cloud."

When I navigate to Joplin Cloud I receive the error "Your account is disabled". This is again weird because in the help page at [Joplin Cloud - Help](https://joplincloud.com/help) it states "after 14 days the Joplin Cloud account will be restricted until the payment is made". It has only been 3 days.

On that help page it says

> Open your profile, then click on "Manage subscription".

The link takes me to [https://joplincloud.com/stripe/portal](https://joplincloud.com/stripe/portal). But from here I cannot do anything. It is an empty page saying "Could not find subscription".

So the payment didn't seem to be requested and now there's no option to add a payment method. I'm a bit stuck!

### Screenshots

Client detailing invalid credentials

 ![Screenshot from 2024-12-03 14-14-28.png](https://canada1.discourse-cdn.com/flex028/uploads/cozic/original/3X/5/e/5e33ed9f22d519fde170670dc53e14b557966cb4.png)

Joplin cloud user page

 ![Screenshot from 2024-12-03 14-16-09](https://canada1.discourse-cdn.com/flex028/uploads/cozic/original/3X/a/1/a1bdc73b1c7856fcce14c8820b2d94bd2cd28e11.png)

Joplin cloud stripe page

 ![Screenshot from 2024-12-03 14-21-29.png](https://canada1.discourse-cdn.com/flex028/uploads/cozic/original/3X/a/7/a7015a83fe17b54f7e93dab75fb495d41814c881.png)

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**Author:** ![laurent](https://avatars.discourse-cdn.com/v4/letter/l/ce7236/32.png) [@laurent](https://discourse.joplinapp.org/u/laurent)\
**Post date:** [3 December 2024 16:00 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/2 "2024-12-03T16:00:28Z")

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This looks like an account that has been manually cancelled. Is it possible that you had two different accounts under two different emails?

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**Author:** ![dylanmorroll](https://avatars.discourse-cdn.com/v4/letter/d/3d9bf3/32.png) [@dylanmorroll](https://discourse.joplinapp.org/u/dylanmorroll)\
**Post date:** [4 December 2024 08:50 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/3 "2024-12-04T08:50:11Z")

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Hey, looks like that could be the case. My joplincloud account is under `djmm+joplincloud@mailbox.org` but the stripe emails are being received at `djmm+joplinapp@mailbox.org`.

Presumably I entered a different email for the stripe payments vs. the account itself. Do these have to match for it to be processed correctly?

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<div class="post-metadata">

**Author:** ![dylanmorroll](https://avatars.discourse-cdn.com/v4/letter/d/3d9bf3/32.png) [@dylanmorroll](https://discourse.joplinapp.org/u/dylanmorroll)\
**Post date:** [5 December 2024 07:56 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/4 "2024-12-05T07:56:33Z")

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And if so, how do I change the stripe email so I can renew my subscription?

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<div class="post-metadata">

**Author:** ![dylanmorroll](https://avatars.discourse-cdn.com/v4/letter/d/3d9bf3/32.png) [@dylanmorroll](https://discourse.joplinapp.org/u/dylanmorroll)\
**Post date:** [6 December 2024 09:54 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/5 "2024-12-06T09:54:02Z")

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Okay I just started a new subscription with a matching email address, that seems to working again.

Presumably after creating a subscription it is initially tied to the next account you login with. Then after the 14 day trial period and the first month of payment, it tries to renew the subscription of the account that matches the email address of the payment. Does that mean I could theoretically just keep creating subscriptions with different email addresses and use the 14 day free trial with my same joplincloud account?

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**Author:** ![system](https://canada1.discourse-cdn.com/flex028/uploads/cozic/original/3X/1/c/1c948e33314e232a0927789508474d8624f4270b.png) [@system](https://discourse.joplinapp.org/u/system)\
**Post date:** [5 January 2025 09:54 UTC](https://discourse.joplinapp.org/t/joplin-cloud-issues-payment-not-requested-cannot-pay/42302/6 "2025-01-05T09:54:30Z")

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