Payment failures for some customers

Update timeline

1. investigating Mar 24, 2026, 05:41 PM UTC

   Status: Investigating We’re investigating an issue impacting a subset of customers where payments may fail during checkout, subscription renewals, or plan changes. Customers may see a generic “unable to process payment” error and invoices may remain unpaid due to repeated failed attempts. If you are seeing this error, re-adding your payment method should resolve the issue and allow you to checkout. Our team is working to resolve this error internally as well. If you have any questions feel free to reach out to our support team. - zapier.com/app/get-help "zapier.com/app/get-help": http://zapier.com/app/get-help.

2. identified Mar 24, 2026, 06:52 PM UTC

   Status: Identified Starting on March 24th at 2:00am UTC an issue began impacting some customers where payments may fail during checkout, subscription renewals, or plan changes. Customers may see a generic “unable to process payment” error and invoices may remain unpaid due to repeated failed attempts. If you are seeing this error, re-adding your payment method should resolve the issue and allow you to checkout. We are also emailing all users directly who are affected. If you have any questions feel free to reach out to our support team. - zapier.com/app/get-help "zapier.com/app/get-help": http://zapier.com/app/get-help.

3. identified Mar 24, 2026, 09:26 PM UTC

   Status: Identified An issue was discovered affecting some customer accounts that resulted in payment methods being removed from our systems. Customers may see a "payment failed" error during checkout, subscription renewals, or plan changes. If you received an email from us about needing to add a new payment method, your account was affected by this issue. If you received this email or are seeing payment errors, re-adding your payment method in your billing settings should resolve the issue and allow your account to process payments normally. We are also emailing all users directly who are affected. If you have any questions feel free to reach out to our support team. - zapier.com/app/get-help "zapier.com/app/get-help": http://zapier.com/app/get-help.

4. monitoring Mar 25, 2026, 05:50 AM UTC

   Status: Monitoring We're continuing to monitor the situation with payment methods that were unintentionally removed from our systems. Our team has worked to reinstate the payment methods for affected customers, and payment processing has resumed for many accounts. We're currently verifying that all affected customers can process payments successfully. You may still need to re-add their payment information if you encounter issues during checkout or renewal. We're actively investigating any remaining cases and will provide updates as we learn more. If you're unable to complete a payment or renew your subscription, please visit your billing settings to add or update your payment method: https://help.zapier.com/hc/en-us/articles/8496294350093-View-and-update-your-billing-information. If you see any further issues, please reach out to our support team at https://zapier.com/app/get-help. We apologize for the inconvenience and appreciate your patience as we work through this.

5. resolved Mar 25, 2026, 04:29 PM UTC

   Status: Resolved Earlier, a script error unintentionally detached saved payment methods for some active customers. This caused increased payment errors and prevented some customers from completing checkout, renewing subscriptions, upgrading plans, or paying invoices. We worked with Stripe to reattach impacted customers’ payment methods in bulk, including a final batch for any remaining affected accounts. Payment processing has resumed and our monitoring indicates payment error rates and invoice processing are back to normal. If you’re still having trouble making a payment, please contact Support: https://zapier.com/app/get-help