# Troubleshoot subscriptions

> Resolve missing sessions, zero credits, failed renewals, paused billing, and expired portal access.

Check the subscription status, billing cycle, and credit history before changing anything. Stripe events control active, past-due, paused, and cancelled states.

Maxforms enables Services for your workspace on request; there is no switch to turn it on yourself. If you do not see **Services** in the sidebar, [contact support](/services/what-is-services-mode#how-to-tell-whether-your-workspace-has-it).

## If the opening balance is one credit short, then check the first booking

The appointment chosen during session-credit checkout spends one opening credit. Four credits therefore start with three available after checkout.

## If rollover looks wrong, then check the cap and renewal payment

A paid renewal grants the new cycle allowance plus unused credits up to the configured rollover cap. A zero cap carries nothing forward.

## If payment failed, then restore billing

A past-due subscription keeps existing future bookings but marks them on hold. It blocks new credit bookings and stops fixed-session generation until a paid invoice restores active status.

## If the subscription is paused, then resume it before expecting sessions

Paused subscriptions keep existing bookings but stop collection, reminders, new fixed sessions, and credit booking. The page changes after Stripe confirms the resume request.

## If fixed appointments are missing, then check the cadence

Weekly is the supported cycle for a fixed appointment; contact support before choosing biweekly or monthly.

## If portal access expired, then request a new sign-in email

Portal links and codes last 15 minutes. Use **Resend portal link** from the customer or subscription record when appropriate.