Change from legacy billing to stripe in RosterElf
This article explains the billing migration in RosterElf. Starting in early May 2026, RosterElf is moving all accounts to Stripe as its billing provider, replacing the previous payment gateway.
This update introduces a more flexible and transparent way to manage your subscription and payments.
Previously, your card details were stored in RosterElf's legacy billing system and your subscription was charged automatically in arrears on the first of each month. With the move to Stripe, you
enter your card details directly into Stripe and manage your subscription from your account settings. Your plan and pricing are not affected by this change. Stripe also unlocks additional payment
options including Apple Pay, Google Pay, and BECS Direct Debit — see accepted payment methods in RosterElf for the full list.
As part of this migration, there are two things you may need to do. First, you need to re-subscribe in Stripe so your payments continue without interruption. Second, if your last charge through
the previous billing system did not process successfully, you may receive an invoice for that outstanding amount. This guide covers both steps.
Account access during migration
We apologise for any disruption during this transition. If your account is showing a paywall or your staff cannot access RosterElf, this is because your account is in the process of migrating to
Stripe. Follow the steps in this guide to restore access.
Only the account owner can complete the migration. If you are not the account owner, contact the person who originally created the RosterElf account and direct them to this article.
Your card details from the previous billing system cannot be transferred to Stripe. You must re-enter your payment details to continue your subscription.
1. Re-subscribe in stripe
This section explains how to re-subscribe using Stripe. You will select your plan and enter your card details directly into Stripe to continue your subscription.
When you log in to RosterElf after the migration, you will see a prompt to subscribe. This is expected. Your previous subscription has ended and you need to start a new subscription in Stripe. The
steps below take you through the full process. If you need to compare plans before subscribing, visit the RosterElf pricing page.
1.1 Re-subscribe using stripe
1.1.1 Press Subscribe now when prompted after logging in.
1.1.2 Select your plan from the available options.
1.1.3 Press Subscribe to proceed to the payment screen.
1.1.4 Enter your card details directly into Stripe.
1.1.5 Press Subscribe to confirm and activate your subscription.
Annual plan — pro-rata charge on first subscription:
If you selected an annual plan, Stripe will charge a pro-rata amount for the remaining days in the current month when you first subscribe. On the first of the following month, the full annual
subscription is charged. See our guide on changing to annual billing for more information.
2. Why you may receive an invoice
This section explains why you may receive an invoice as part of this billing migration. Not all accounts will receive this invoice — it only applies if your last charge through the previous
billing system did not process successfully.
If your previous subscription payment failed, that balance was not collected before the migration to Stripe. RosterElf will issue a separate invoice through Stripe to recover that outstanding
amount. This invoice covers previous usage only and is entirely separate from your new Stripe subscription.
2.1 Common reasons a previous payment failed
2.1.1 Your card expired before the charge was processed.
2.1.2 Your card was replaced due to loss, theft, or reissue.
2.1.3 Your bank declined or restricted the charge.
2.1.4 The invoice covers your unpaid subscription usage from the previous billing period.
This invoice is separate from your Stripe subscription:
Paying the outstanding invoice does not replace re-subscribing in Stripe. You must complete both steps — pay the invoice to clear your previous balance, and re-subscribe to continue your active
subscription going forward.
3. Pay an outstanding invoice
This section explains how to pay an outstanding invoice. Paying the invoice clears your previous balance and ensures your account is fully settled.
The invoice is sent to the email address on your RosterElf account. If you cannot find it, check your spam folder. Once paid, your outstanding balance is cleared. To download a copy of paid
invoices in future, see our guide on downloading invoices in RosterElf.
3.1 Pay the invoice from the email
3.1.1 Open the invoice email sent from RosterElf.
3.1.2 Review the invoice details to confirm the amount and billing period.
3.1.3 Press Pay this invoice.
3.1.4 Enter your card details if required.
3.1.5 Press Pay to complete the payment.
Need help?
If you have questions about the invoice amount or need help completing payment, contact RosterElf support at customersupport@rosterelf.com.
Once you have paid the outstanding invoice and re-subscribed in Stripe, your account will be fully up to date. You can manage your subscription, update billing details, and download future
invoices directly from your account settings. For help with ongoing billing, see our guide on updating billing details in RosterElf.
4. Payment emails after migration
Some customers receive a "add your payment method" or "payment failed" email even after their subscription has been successfully migrated to Stripe. This is not an error with your account — it is
caused by Stripe not holding a payment method for additional staff charges.
In the previous billing system, your account was charged monthly for any active staff above your included plan count. When your account migrated to Stripe, your subscription plan and pricing were
honoured — but your card details from the old system cannot be transferred. Stripe therefore has no payment method on file to process those additional staff charges, so it sends a payment request
or records a failed charge.
What to do if you receive one of these emails
- Click the link in the email to add your payment method directly, or
-
Go to your RosterElf account → profile icon → account overview → subscription settings → billing info → add a payment method
Once a card is on file in Stripe, future charges for active staff will process automatically. See our guide on updating billing details for full steps.
Check your active staff count
If you have staff on your account that you no longer need, archive them before adding your payment method. This ensures you are only charged for the staff you actually use. See our guide on
managing your staff to archive inactive employees.
Frequently asked questions
1. I already completed the migration but I am still getting emails asking me to add a payment method. Why?
Even if your base subscription was successfully migrated to Stripe, Stripe may not have a valid payment method on file to process additional charges. In the previous billing system, your account was charged monthly for any active staff above your included count. Stripe needs your card details to continue processing those charges. Add your payment method by clicking the link in the email or by going to subscription settings and pressing billing info.
2. Why did my payment fail after the migration when I never had issues before?
Your previous card details from the eWAY billing system cannot be transferred to Stripe automatically. Even if your subscription plan was honoured during migration, Stripe does not hold your card information and cannot process charges without it. This commonly affects customers who have additional active staff being billed above their base plan. To resolve it, add your payment method via the link in the failed payment email or through subscription settings → billing info.
3. Why is RosterElf trying to charge me for additional staff after the migration?
In the previous billing system, charges for active staff above your included count were processed monthly. After migrating to Stripe, those charges continue on the same basis — but Stripe needs your payment details to collect them. If you have more active staff than your plan includes, you will receive a payment request or failed payment notification until a valid card is added to your account. See our guide on
updating billing details for steps to add your card.
4. Why is RosterElf asking me to subscribe? I'm already a customer.
We understand this is confusing and we're sorry for the disruption. RosterElf has moved to a new payment provider (Stripe) and your previous card details cannot be automatically transferred. This is a one-time step — you are not signing up for a new account or a new plan. Your existing plan, pricing, and data are all unchanged. You simply need to re-enter your payment details in the new system. Follow the steps in this guide to re-subscribe in Stripe and restore your access.
5. I can't log in — I'm getting a paywall. What's happening?
Your account is in the process of migrating from RosterElf's legacy billing system to Stripe. The paywall appears because your previous subscription needs to be re-activated in the new payment system. We apologise for the disruption. Only the account owner can complete this step — if you are not the account owner, contact the person who created the RosterElf account and ask them to log in and follow the steps in this guide. It only takes a few minutes to re-subscribe and restore access for your whole team.
6. My staff can't access RosterElf — it's showing a paywall.
This is caused by the billing migration to Stripe. Your account subscription needs to be re-activated in the new payment system before your team can access RosterElf again. We apologise for the impact on your team. Only the account owner can complete the re-subscription. Log in as the account owner, follow the steps in this guide to re-subscribe in Stripe, and your team's access will be restored immediately.
7. I didn't cancel my subscription. Why am I locked out?
You haven't been cancelled — your account is being migrated to a new billing provider (Stripe). The temporary paywall appears because your payment details need to be re-entered in the new system. Your subscription, plan, pricing, and all data are intact. This is a one-time migration step that takes a few minutes to complete. Follow the steps in this guide to re-subscribe in Stripe and your access will be restored straight away.
8. Will I be charged twice or lose my data when I re-subscribe?
No. Re-subscribing in Stripe is a continuation of your existing subscription — not a new charge on top of what you've already paid. Your account data, rosters, staff records, and settings are all preserved. Your plan and pricing remain the same. If you previously had an outstanding payment that failed under the old system, you may receive a separate invoice for that amount, but this is entirely separate from your new Stripe subscription.
9. Why did I suddenly get a subscribe screen when I logged in?
RosterElf started migrating accounts to Stripe in early May 2026. When your account reaches the migration point, you'll see a prompt to re-subscribe the next time you log in. This is expected and affects all existing customers. It is not a bug. Your previous card details cannot be carried over automatically, so you need to enter them once into Stripe to continue your subscription. The process takes about two minutes — follow the steps in this guide.
10. When is RosterElf migrating to Stripe?
RosterElf began rolling out the migration to Stripe in early May 2026. Accounts are being migrated in batches. When your account is ready to migrate, you will see a prompt to re-subscribe when you log in. Until you complete the migration, your account may be placed behind a paywall.
11. Why can't my staff access RosterElf?
If your staff are seeing a paywall or cannot access RosterElf, it is because your account is in the process of migrating from the legacy billing system to Stripe. We apologise for the disruption. Only the account owner can complete the migration. Ask the account owner — the person who originally created the RosterElf account — to log in and follow the steps in this guide to re-subscribe in Stripe and restore access for the whole team.
12. Who can complete the billing migration to Stripe?
Only the account owner can complete the migration. All other users — including admins, managers, and staff — will see a paywall but will not be able to complete the re-subscription themselves. If you are not the account owner, contact the person who originally created the RosterElf account and direct them to this article.
13. What billing changes have happened in RosterElf?
RosterElf has moved to Stripe as its billing provider. Previously, your card details were stored in a legacy payment gateway and your subscription was charged in arrears on the first of each month. With Stripe, billing is more flexible and transparent. You enter your card details directly into Stripe, and your subscription is managed from your account settings. This change does not affect your plan or pricing.
14. Do I need to re-subscribe after moving to Stripe?
Yes. Because your card details were stored in the previous billing system and cannot be transferred to Stripe, you need to re-enter your payment details to continue your subscription. You will be prompted to subscribe when you log in to RosterElf. Follow the steps to select your plan and enter your card details directly into Stripe.
15. Why did I receive an invoice when RosterElf moved to Stripe?
You may receive an invoice for usage that was not successfully charged through the previous billing system before the migration. This can happen if your card was expired, replaced, declined, or flagged by your bank at the time of the last charge. The invoice covers your outstanding balance and must be paid to fully settle your account before continuing on Stripe.
16. How do I pay an outstanding invoice after moving to Stripe?
Open the invoice email sent from RosterElf. Review the invoice details, then press Pay this invoice. Enter your card details if required and press Pay to complete the payment. Once paid, your outstanding balance is cleared and your subscription continues in Stripe.
17. Will my plan or pricing change after moving to Stripe?
No. Your plan and pricing remain the same. The move to Stripe only changes how your payments are processed and managed. You can review your current plan options at any time on the
RosterElf pricing page.
18. Why was I charged a pro-rata amount when I first subscribed in Stripe?
If you selected an annual plan, Stripe charges a pro-rata amount for the remaining days in the current month when you first subscribe. On the first of the following month, the full annual subscription is charged. This does not apply to monthly plans.
20. Why does it look like I have been charged twice?
There are two common reasons this happens.
Post-migration outstanding invoice: After migrating from the previous billing system to Stripe, any charges that could not be collected (expired card, bank decline) are issued as a separate invoice. This is for a real outstanding balance — not a duplicate charge.
Switching to an annual plan mid-month: You receive a pro-rata invoice for the remaining days of the current month, then a second invoice for the full annual subscription on the 1st of the following month. Both charges are correct. If you believe you have been genuinely charged twice in error, contact us at
customersupport@rosterelf.com.
