Securantis how-to guide

Objective

This article explains how to order Securantis licenses via the Stripe checkout, view and download your invoices, increase or verify the number of licenses, use the billing portal and understand what happens in case of payment failure or cancellation. It is intended for account managers who administer subscriptions for multiple sites.

Before you start (prerequisites)

A valid Securantis account (user account).
Access to the “Subscription and invoices” area from your account.
To order: a payment card or other payment method supported by Stripe.
Complete billing information (name, address, VAT if applicable).

Note: invoices, payment methods and VAT information are managed by Stripe. We will never ask you for your passwords by email or chat.

Overview of the flow

You choose the quantity of licenses (number of protected sites).
The checkout calculates the annual amount and the prorated amount if you add licenses during the period.
Stripe handles the payment and the invoices.
After payment confirmation, additional licenses are added to your account; if a Stripe webhook indicates a cancellation or failed payment, licenses may be suspended until resolution.

Ordering licenses (steps)

Access the order page: open the public order page or your client area “Subscription and invoices”.
Choose the quantity: indicate the number of sites to protect. The system enforces a minimum and maximum value (at least 1 license and at most the allowed maximum limit).
Review the summary: check the price, the estimated amount and any setup fees (optional).
Provide billing details: name, address, email and VAT number if you are subject to VAT. These details are transmitted to Stripe for billing.
Complete the payment via Stripe: proceed with the secure payment.
Confirmation: after successful payment, you receive confirmation and the licenses are added to your Securantis account.

Expected result: the number of licenses on your Stripe subscription (the “Stripe quantity”) increases by the ordered amount and available licenses are created and ready to be linked to sites.

Viewing and downloading invoices

Invoices are issued and stored by Stripe; your client area provides links or redirects to the Stripe billing portal where you can:
- Download invoice PDFs,
- Update the payment method,
- View payment history.

Precaution: keep your invoice numbers and verify the VAT applied. In case of an error on an invoice issued by Stripe, first correct your billing information and then contact the Securantis support team for assistance (see contact section).

Number of licenses and synchronization

Stripe quantity: this is the number of renewable licenses managed by Stripe for your subscription.
Available licenses: licenses not yet linked to a site, ready to be activated.
Linked (used) licenses: licenses already associated with sites.
Suspended licenses: licenses paused following a cancellation or a failed payment.

Best practices: always keep a buffer of available licenses if you plan to add sites quickly (e.g. 1–2 spare licenses) to avoid activation delays.

Cancellation, payment failure and consequences

Cancellation on the Stripe side: when a subscription is deleted or a payment fails, the synchronization on the Securantis side may automatically suspend all licenses associated with the account to prevent unauthorized protection. This suspension is an automatic synchronization action triggered by Stripe webhooks.
Suspension ≠ deletion: suspension takes licenses out of service; they are not deleted automatically. Any restoration or permanent deletion requires a human decision.
Failed payments: if a payment fails, Stripe notifies you and may attempt retries; while awaiting resolution, licenses may be suspended.

Precautions: if you are up to date with payment but notice a suspension, do not attempt to bypass the protection; first check your Stripe area (payment method) and then follow the reactivation procedure.

Stripe billing portal and modifications

Access: you may be redirected to the Stripe portal from your client area to: update the card, view invoices, change the billing address or cancel the subscription.
Modify the quantity: adding licenses is done via the checkout (or from the client area if available). The amount will be adjusted automatically according to prorata and for the next annual renewal.

Warning: changes made directly in Stripe (for example removal of a payment method or deletion of the subscription) may trigger automatic suspension of licenses on the Securantis side.

Common errors and quick fixes

Error: “The Stripe annual price is not configured correctly.”
Solution: contact support if you see this message during checkout; this is a pricing configuration issue.
Quantity validation error (empty, non-integer, out of bounds)
Solution: enter an integer between 1 and the displayed maximum limit.
Payment declined
Solution: check the card, try another payment method or contact your bank; use the Stripe portal to update the card.
Suspension after cancellation or failure
Solution: if you have regularized the payment, wait for Stripe confirmation; if the suspension is not lifted, contact Securantis support (see below) with the payment reference or the invoice concerned.

Advanced troubleshooting

Check the status in the client area: the interface shows the “Stripe quantity”, usable, available and linked licenses.
Check the Stripe history: look for the payment event, the invoice or the subscription (invoice number, customer ID).
Restore licenses: restoration must be decided manually by an operator after verification of payment or compliance. We do not restore licenses automatically without confirmation of a valid payment.

Careful settings and recommendations

Keep a valid payment method registered in Stripe.
Enable email notifications for invoices and payment failures.
If you manage multiple sites, centralize license management to avoid duplicates.
For enterprise accounts, correctly provide VAT/VAT number to avoid later corrections.

When to contact Securantis support

You have paid but licenses do not appear as active after Stripe confirmation.
Your invoices display incorrect information (after verifying your billing data in Stripe).
Your licenses have been suspended and the suspension is not lifted after payment regularization.
You see error messages related to the annual price configuration during checkout.

Information to provide (never send passwords):

Email address of your Securantis account,
Order reference or Stripe invoice number if available,
Screenshot of the error message or the status shown in your client area.

Access for paid intervention: if an intervention requires access to your account, credentials will be exchanged only via the secure client area after confirmation and payment, in accordance with our procedures.

Legal and security precautions

We do not delete anything automatically when an anomaly is detected: any license deletion or state restoration requires a human decision.
Never share your passwords by email or chat.

If you need immediate help, open a ticket from the client area or reply to the order confirmation email to expedite processing.

Billing and subscription: Stripe checkout, invoices, licenses and cancellation