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Payment Issues

Having trouble with payments, subscriptions, or billing? Here are common problems and solutions.

Payment not going through​

Check card details​

Make sure:

  • Card number is correct
  • Expiration date hasn't passed
  • CVV/security code is right
  • Billing address matches your card

Insufficient funds​

Your card may not have enough available credit or balance.

Fix: Use a different card or add funds to your account.

Card blocked​

Banks sometimes block online transactions for security.

Fix:

  • Call your bank and authorize the transaction
  • Try again after speaking with your bank
  • Use a different card

Try a different card​

Some cards have restrictions on certain types of purchases.

Fix: Try a different credit or debit card.

Disable VPN​

Some VPNs can interfere with payment processing.

Fix: Temporarily disable your VPN and try again.

Can't add payment method​

The payment form might open in a popup.

Fix: Allow popups from TAB in your browser.

Browser issues​

Some browsers have trouble with payment forms.

Fix:

  • Try Chrome, Safari, or Firefox
  • Clear browser cache
  • Disable extensions temporarily

Wrong card type​

We accept Visa, Mastercard, and American Express. Other card types may not work.

Charged incorrectly​

Double charged​

If you see two charges:

  1. Check if one is pending (it may disappear)
  2. Wait 24-48 hours for pending charges to clear
  3. If both are processed, contact support

Wrong amount​

If the amount doesn't match your plan:

  1. Check for prorated charges (when upgrading mid-cycle)
  2. Check for credit purchases
  3. Review your invoice for breakdown
  4. Contact support if it doesn't make sense

Charged after canceling​

If you canceled but still got charged:

  • Verify you completed the cancellation
  • Check the cancellation date - you're charged until then
  • Contact support with your cancellation confirmation

Subscription issues​

Can't upgrade​

If the upgrade button doesn't work:

  • Check you have a valid payment method
  • Try refreshing the page
  • Try a different browser
  • Contact support

Downgrade not applying​

Downgrades take effect at the end of your current billing period, not immediately.

If it's past your billing date and still on the old plan:

  • Refresh the page
  • Log out and back in
  • Contact support

Can't cancel​

If you can't find the cancel option:

  1. Go to Settings > Billing
  2. Look for "Cancel Plan" or "Cancel Subscription"
  3. If you don't see it, contact support

Invoice issues​

Can't download invoice​

Try:

  • A different browser
  • Clicking the download link again
  • Refreshing the page first

Invoice missing​

Invoices are generated after payment. If you just paid, wait a few minutes.

If it's been a while, contact support.

Need receipt for expense report​

Your invoices can be used as receipts. Download them from Settings > Billing.

Credits not appearing​

After purchasing credits:

  1. Wait a minute - they should appear quickly
  2. Refresh the page
  3. Check Settings > Usage
  4. If not there after 10 minutes, contact support with your receipt

Refund requests​

14-day guarantee​

New customers can request a full refund within 14 days of first payment.

How: Contact support with your account email and reason for refund.

After 14 days​

Refunds after 14 days are handled case by case. Contact support to discuss.

Credit refunds​

Credits purchased separately are generally non-refundable once used.

Getting help​

For billing issues, contact support with:

  • Your account email
  • Transaction date and amount
  • Any error messages
  • What you were trying to do

We respond to billing issues quickly.