Why does my subscription show as ‘On Hold’ or Cancelled?

A payment might fail for a number of reasons unrelated to your debit or credit card.

If your subscription shows status 'On Hold', this means that the payment initially failed and our system has automatically put your order into this status, awaiting payment. A system notification email is sent when this occurs.

On Hold

Reactivate Your Subscription and Ship This Order

1. First make sure that you are logged into your Equilibria account
2. Update your payment method or add a new payment method. To add a new payment method, follow the steps in this guide
3. Visit your Orders page
4. Click 'Pay' by the subscription renewal order that is 'Pending Payment'
5. Click 'Enter Payment'
6. Select the updated payment method and click 'Place Order'

Cancelled

Four days (96 hours) after a subscription renewal payment fails and subsequent retries fail, if your payment method is not updated or a new payment method added, our system automatically cancels that subscription. Once a subscription has been cancelled, we are unable to reactivate it, however, you are welcome to start a new subscription at your convenience, or reach out to the Member Support team for assistance via our contact form or by emailing info@myeq.com.