Commonly Seen Issues (and how to fix them)
We’ve compiled a list of common pitfalls that we’ve seen in the wild. If you’re experiencing an issue that isn’t listed here, please let us know at help@schematichq.com.
No Change Plan Button in Schematic Customer Portal Component
The most common reason a customer can’t change plans is that are no live plans that they can switch to. Live Plans can be configured in Plans > Configuration > Live Plans (see screenshot below). Be sure to “Save Changes” on this page for the changes to take effect.
Unable to change plan in Schematic App
The most common reason you can’t change a customer’s plan via the Schematic App is that the customer doesn’t have a payment method on file with Stripe.
This can feel like a chicken-and-egg situation: you can’t assign a paid plan without a payment method, but your customer hasn’t gone through checkout yet to provide one. The intended flow is:
- The customer uses the Schematic Checkout Component to subscribe to a paid plan. During checkout, they enter a payment method, and Schematic provisions both a Stripe customer and a subscription automatically.
- Once a payment method is on file, you or the customer can freely change plans via the Schematic App or Customer Portal Component.
For development or internal purposes, you can also enter a payment method directly in the Stripe Dashboard for a given customer.
Schematic does not currently support admins setting a payment method on behalf of a customer via the Schematic App. If this is a need, the checkout flow is the recommended path.
When does Schematic create a customer in Stripe?
Schematic only creates a customer record in Stripe when a company is subscribed to a Stripe-enabled plan — that is, a plan with a price configured (even if the price is $0). Companies on free plans with no Stripe-linked price will exist in Schematic but will not have a corresponding Stripe customer.
This is intentional: many teams prefer not to populate Stripe with free-tier users. However, if you want every new company to immediately have a Stripe customer provisioned, you can configure your Initial Plan (in Catalog > Configuration) to use a plan with a $0 price. This ensures all new companies are enrolled in a Stripe subscription from the moment they are created in Schematic.
See Initial Plan for configuration details.
Plan Change Flows
Within the schematic app, there are a few cases in which a plan can’t be changed. The following table outlines these cases
