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HELP please! Subscription Active, Says Will Cancel, Cannot Print Postage

New Contributor

I have spent 45 minutes just looking for a "chat" feature - in different browsers, so am posting here in hopes someone will reach out ASAP. ๐Ÿ™‚

  • I cannot print postage and it says "requires a subscription"
  • I go to "Account" and it says Plan will cancel May 5th (what? Ok, I will try "Undo cancellation" button)
  • Button does nothing.
  • I go to "Update subscription" and choose Recommended Plan and enter credit card (which is active and on file too)
  • I get Error "Failed to change billing plan. Please try again"

    I've gone through all the steps in both Chrome and Edge.
    Please help. We have a bunch of orders from the weekend!!

Community Manager
Community Manager

Hello @lisaj


Thank you for being a part of our community and for reaching out. If you are still having trouble getting assistance, and are unable to find the chat function, you can send an email to to initiate a support request. Support should be able to help you figure out what is going on. 


Kind Regards, 


-Erin: Your Friendly Neighborhood ShipStation Community Manager 



New Contributor

thanks so much for responding! I've sent an email in.