Subscription shows as incomplete or the first payment failed

What "incomplete" means

When you choose a plan on the My Account page, MyOrderBox creates your subscription and immediately tries to charge your card for the first invoice. If that first charge cannot be taken — for example the card was declined, or no card was ready to charge — the subscription is created but stays incomplete.

An incomplete subscription is not active yet, and the first invoice is not retried automatically. If it stays unpaid for about a day, the subscription expires and you'll need to subscribe again.

You'll know this has happened if:

• After subscribing you see the message "Your subscription was created but the first payment could not be taken."
• On the My Account page, your subscription shows a notice asking you to pay the open invoice, or its status shows as incomplete instead of active.

How to complete the payment

1. Sign in to Back Office and make sure your store is selected in the store switcher.
2. Open My Account — click your name at the bottom of the sidebar, then choose My Account.
3. Click Manage Billing. This opens your secure billing portal in a new tab.
4. In the billing portal, find the open invoice and click Pay.
5. If the payment fails again, check the card on file — you can add or replace a card in the same portal under Payment methods.

Once the invoice is paid, your subscription activates automatically within a minute or two. Refresh the My Account page to confirm the status shows active.

Note: If the incomplete subscription has already expired (it lasts about 23 hours), simply choose your plan again on the My Account page. Make sure your card is added first.

Avoiding this in the first place

Before choosing a plan, add your card:

1. On the My Account page, click Manage Billing.
2. Add your card under Payment methods.
3. Return to Back Office and choose your plan.

If you have no card on file at all, MyOrderBox will stop you with the message "Please add a payment method before subscribing" — add your card via Manage Billing and try again.

Still stuck?

If you've paid the open invoice and the plan still shows as not active after a few minutes, contact support and mention the store name and the day you subscribed — we can check the payment status on our side.