If you see a message like the following when viewing the My Account screen, there are several reasons for this which are explained below.
Failed Payment Attempts
Your LUNA subscription automatically renews on a monthly or yearly basis, depending on your pricing plan. When Stripe (the payment processor) attempts to charge your payment method and this process fails for any reason, your invoice becomes past due and your account is marked “Delinquent”.
In these cases, Stripe will also send you notification emails each time a payment attempt fails so you can take action (such as updating the expiration date of your card, or adding a new one).
You can manage all financial aspects of your account in the Billing Portal.
Grace Period
Per our Loyalty Program, you have one (1) month to pay your outstanding invoice before your subscription is automatically canceled. Stripe will automatically retry your payment method multiple times throughout this Grace Period and email you each time a payment attempt fails.
We strongly recommend whitelisting all emails sent from the @lunaastrology.com domain to avoid important messages from landing in your spam/junk folder. Please see the documentation for your particular email client (i.e. Gmail, Outlook, Apple Mail) to learn how to set this up.
Although your account will remain in “Delinquent” status until you pay your outstanding invoice, you will continue to have full access to LUNA until your subscription ultimately cancels (if it does so).
“I just signed up and it says I’m delinquent!”
Unfortunately this edge case occurs from time to time. What can happen is that you sign up for a new subscription and your first payment attempt fails for some reason, then another later attempt succeeds.
Stripe will notify LUNA each time a failed payment occurs; and sometimes network delays cause an issue whereby the failed payment notification is sent after the successful one, leading to your account being marked (erroneously) as “Delinquent”.
If you think this is happening for you, please let customer service know and we will confirm that you’re account is paid and will remove this incorrect status from your account as quickly as possible!