Subscription Status After Payment Processor Transition
If you recently received a "subscription deactivated" or cancellation-style email, or if your Stripe billing portal shows a $0 renewal amount, this guide explains what that means and how to confirm your account is in good standing.
What the Deactivation Email Means
ThemeIsle recently migrated subscriptions from FastSpring (the previous payment processor) to Stripe. As part of this process, each customer's old FastSpring subscription was closed so that billing could be managed entirely through Stripe.
When a FastSpring subscription is closed, FastSpring automatically sends a deactivation notification. This email refers only to the old FastSpring subscription being closed — it does not mean your product license or access has been cancelled.
If your license was active before the migration, it remains active after it. The deactivation email is a side effect of closing the legacy billing record, not a cancellation of your product.
📝 Note: Receiving a "subscription deactivated" email from FastSpring during this period does not require any action on your part. Your access and license status are controlled by your ThemeIsle account, not by this notification.
How Prepaid Credit Appears in Stripe
If you prepaid your subscription or renewed early before the migration, that credit has been applied to your new Stripe subscription. In the Stripe billing portal, this may appear as:
- A $0 renewal amount
This is expected. The discount reflects your prepaid credit covering the remainder of the period you already paid for. Once that prepaid period ends, the renewal amount will return to the standard rate.
How to Verify Your Subscription Is Still Active
To confirm your license and subscription are still active:
- Log in to your ThemeIsle account.
- Check that the relevant product shows an active status.
- Click Manage Subscription next to the product to open the Stripe billing portal.
- In the Stripe portal, review your next renewal date and the renewal amount.
If the product shows an active status and the Manage Subscription button is visible, your subscription is active and you are covered through the renewal date shown in Stripe.
What Requires No Action
The following situations are expected and do not require you to do anything:
- Receiving an automated "subscription deactivated" or cancellation email from FastSpring during the migration period.
- Seeing a $0 renewal amount in the Stripe portal when you have prepaid credit.
- Having an active license that is covered through the prepaid period.
When to Contact Support
Contact our support team if any of the following apply:
- A product is missing from your account when it should be there.
- Your license shows as inactive or expired earlier than the date you paid through.
- The Stripe portal shows an unexpected charge for a period you believe was already paid.
- The email address on your ThemeIsle account does not match the email used for your purchase.