Why am I getting payment failure emails if I have a lifetime subscription?

If you have a confirmed lifetime subscription, you should not be receiving payment failure emails. These notices are sent automatically by our billing system, and they can trigger incorrectly if your lifetime subscription status is not properly recorded in our records. Contact Styku support to have your account updated — once the correction is made, the notices will stop.

Why This Happens

Some Styku customers purchased Equipment (physical goods, including Styku 3D Body Scanners) under agreements that included a lifetime software subscription. Per Styku's Terms of Service, if you have a legacy Styku product, some of the features and limits that apply to that product may be different than those that appear in the current General Terms, Product Specific Terms, and/or Orders. Our automated billing system does not always reflect these legacy agreements, which can cause it to send payment failure notices even when nothing is actually owed. This is a records issue on our end, not a problem with your account or payment method.

Note: Per Styku's Terms of Service, if you are using a legacy product and wish to upgrade to a current version, you must execute a new Order. However, if you simply want your existing lifetime subscription correctly reflected in our system, no new Order is required — only a records correction.

What To Do

1. Do not attempt to pay the invoice. If you have a confirmed lifetime subscription, no payment is required.
2. Contact Styku support to report the issue. You can do this in one of two ways:
   • Log in to the Styku Business Portal and submit a support ticket using the ticket form.
3. In your message, state that you have a confirmed lifetime subscription and are receiving erroneous payment failure notices.
4. A support agent will verify your lifetime subscription agreement and update your account records to reflect your exemption.
5. Once the update is complete, the automated billing notices will stop.

What To Include In Your Message

To help support resolve this quickly, include the following in your request:

• Your business name and the email address associated with your Styku account
• A note that you have a previously confirmed lifetime subscription
• Any prior communication or confirmation you received about your lifetime subscription status (emails, order documents, etc.)

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your business name, the email address on your Styku account, the date you first received the erroneous payment notice, and any prior written confirmation of your lifetime subscription.

Applies to: All Styku configurations with legacy lifetime subscription agreements.

Related Resources

• Styku Customer Terms of Service — Definitions
• Styku Customer Terms of Service — Service Access, Features, Availability & Limits