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Your customer and their subscription live in Stripe. What is changing is that your customer paying through Loop (their payment method) will no longer be supported. Stripe will continue to generate the next bill due. To ensure it is paid through another method that is not Loop, you will need to disconnect the subscription from either Stripe or Loop.  This step is only required for Stripe subscriptions. If you used Loop for an invoice or one-time purchase, then you do not need to do anything as there is no “next bill” to be paid through Loop.  
If you do not complete this step by Feb 13, 2026, invoices due in Stripe after this date will stay open.
Loop will not process the bill, nor will Loop cancel the subscription for being past due. 

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Overview 

Below, we have provided steps on how to disconnect (i.e., remove) a customer from paying via Loop.  Upong disconnecting the Stripe subscription from Loop as a payment method
  • The subscription will remain active in Stripe
  • All open invoices in Loop will cancel (we will not cancel anything in Stripe)
  • Delete all draft invoices in Loop
  • Prevent any future emails from being sent by Loop
Merchants will be considered fully off of Loop when all their subscriptions are either disconnected or canceled (i.e., you should have no active subscriptions in Loop)

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Steps to disconnect a customer

There are several ways you can disconnect a customer. 

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Method 1: Update the customer’s payment method on Stripe’s dashboard

Update Subscription.gif
  1. Log in to your Stripe account, go to the “Customers” tab
  2. Click on the customer you want to update 
  3. Click on the subscription you want to modify the payment method
  4. Click “Update subscription” in the top right corner of the page
  5. Scroll down to the “Subscription settings” section, and update it to “Automatically charge a payment method on file” 
  6. Click “Add a payment method,” enter the details, and click “Save”
  7. Click “Update subscription” to apply the changes
  8. A pop-up window will appear, set the update to “Immediately” 
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  1. On the Stripe Dashboard, navigate to the gear icon in the top right corner and selectSettings > Billing > Customer portal 
  2. Create a portal link. Your customer will authenticate with their email address that is in Stripe.  
  3. Once authenticated, they will be able to add a new payment method to Stripe. 

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Method 3: Direct customer to update their payment method on Loop’s Customer Portal 

  1. Direct your customer to my.loopcrypto.xyz
  2. The customer will need to connect the wallet they currently use at their payment method 
  3. On Loop’s Customer Portal a link will be available to redirect the payer to Stripe’s Customer Portal where they can add another payment method. 

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Method 4: Disconnect the customer from Loop without having to add a new payment method in Stripe

  1. Use the “Disconnect agreement from Stripe” endpoint to switch a customer off of Loop as a payment method. You can provide either the Stripe sub-id (recommended) or Loop’s agreement-id. 

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FAQs

In Loop: Customers paying through Loop appear on the Loop Company Dashboard with a Customer status of “Active”. Navigate to the Customers tab and filter by Status. These customers have an Agreement status of “Active”. Use the List Agreements endpoint to retrieve agreements—the returned externalId will be the Stripe sub_id. In Stripe: Loop-paying subscriptions show a billing method of “Send invoice”. However, not all “Send invoice” subscriptions use Loop. Always verify in Loop to confirm the subscription is connected.
On the Company Dashboard on the Customers page, you’ll see a status of “Disconnected” next to the subscription. By API, you can verify that the agreement’s status will also change to “Disconnected”.
Contact Loop to close your account. Loop will deliver the CSV once all subscriptions are either disconnected or cancelled.
Yes. Direct the customer to update their payment method on Loop’s Customer Portal. We have additional directions for the end customer here.
Loop will not pay the invoice, but it will remain open in Stripe.
No. Loop does not send webhooks upon status changes.
No. Loop does not send emails to customers upon status changes.
Yes. Contact Loop, and we can disconnect all customers simultaneously.Important: Loop does not have access to customers’ alternative payment methods. When disconnected in bulk, subscriptions will detach from Loop but may not have a new payment method on file in Stripe. This means the next invoice may fail to be paid.
Payers can set their approval to 0 on Loop’s Customer Portal or use a service like revoke.cash.Important: Setting approval to 0 is not the same as disconnecting. Loop will continue attempting to process payments until the subscription is formally disconnected.
Loop will continue operating and processing payments through February 13, 2026.
Use the List Agreements endpoint and filter on “Active” status.
Stripe will attempt to collect payment based on your configured Stripe rules. Loop will not process or attempt any payments.
No. Only the payment method is changed. The subscription remains active in Stripe.
To avoid missed payments, contact your customers and ask them to add a new payment method before disconnection.
Yes. You can test the disconnection process using your demo account (if set up).
Loop will no longer collect on this payment. You will see “disconnected” on the Loop dashboard next to the subscription and your customer will see “disconnected” on the Customer Portal.