For: Front office teams and Prommt account administrators managing Autocharge plans.
Why this happens
An Autocharge plan only activates when two things happen at checkout:
The customer completes the payment successfully
The customer ticks the Autocharge consent box before confirming
If either step is missed, no plan is created — even if the payment itself went through. This is the most common reason a plan doesn't appear as Active.
There is a second scenario: the plan exists in the dashboard but is showing as Pending rather than Active. This means the customer started the checkout process but didn't complete it.
Scenario 1 — Plan not appearing at all
The customer paid but there is no plan showing under Autocharge Plans.
Cause: The customer did not tick the Autocharge consent box at checkout. The payment processed, but without consent Prommt cannot store the card.
What to do:
Confirm the payment is showing as Paid under View Payments — the charge went through correctly
Explain to the customer that you need to send a new request to capture their card for future charges
Send a new Autocharge activation request:
For a Zero Value plan (no further charge needed now) — see [How to create a Zero Value Autocharge plan]
For a Standard plan (an additional payment is due) — see [How to create a Standard Autocharge plan]
Ask the customer to look out for the new request and make sure they tick the consent box this time
Tip: When sending Autocharge requests, it helps to include a note in the payment description — for example: "Please tick the card storage box at checkout so we can process your future charge." This reduces the chance of the customer missing the consent step.
Scenario 2 — Plan showing as Pending
The plan is visible under Autocharge Plans but the status is Pending, not Active.
Cause: The customer opened the checkout page but did not complete it — they may have closed the browser, been interrupted, or encountered a payment issue.
What to do:
Check the original payment request in View Payments — confirm whether the payment status is Paid or still Sent/Opened
If unpaid — the customer simply hasn't completed the checkout yet. Resend the request or follow up directly
If paid but still Pending — the session may not have completed correctly. Resend a new Autocharge activation request and ask the customer to complete it fully
Scenario 3 — Autocharge is not enabled on the account
The Autocharge Plan option isn't visible in the navigation at all.
Cause: Autocharge hasn't been enabled on your Prommt account, or the feature toggle in settings is off.
What to do:
Go to Settings → Autocharge Plans and check that Enable Autocharge Plans is toggled on
If the setting isn't visible, Autocharge may not be included in your current plan — contact your Prommt Customer Success Manager to confirm
What success looks like
Once activated correctly, the plan appears under Autocharge Plans with a status of Active. The customer's card is stored securely and the Create Autocharge Payment option becomes available from the ... menu next to the plan.
Troubleshooting
The customer is refusing to complete a second request. Explain that the first payment went through fine — the new request is only to capture their card details for future charges. If using a Zero Value plan, reassure them that no money will be taken at this stage.
Make Autocharge Mandatory is enabled — can customers still miss the consent box? If Make Autocharge Mandatory is on in Settings → Autocharge Plans, customers cannot opt out and must consent before completing checkout. If a plan still isn't activating with this setting on, the customer likely didn't complete the checkout at all — check the payment status in View Payments.
I've resent the request but the customer still isn't completing it. Check the delivery status on the resent request. If it's showing as Partially Sent or Bounced, the request may not be reaching them — verify their contact details and resend on a confirmed channel.