Troubleshooting Billing Issues

Solutions for problems with payments, subscriptions, and billing.

Payment Problems

Payment Declined

Symptom: Payment method rejected

Solutions:

1. Check card details - Number, expiration, CVV correct?
2. Sufficient funds - Balance available?
3. Contact your bank - May need to authorize
4. Try different card - Another payment method
5. Billing address - Matches card statement?

Payment Processing Error

Symptom: Error during payment processing

Solutions:

1. Wait and retry - Temporary issue
2. Refresh page - Then try again
3. Different browser - Browser-specific issue
4. Contact support - If persists

Can't Add Payment Method

Symptom: Unable to save new card

Solutions:

1. Verify card details - All fields correct
2. Check card status - Card active?
3. Try different card - Card may not be supported
4. Browser settings - Popups allowed?

Can't Remove Payment Method

Symptom: Unable to delete payment method

Cause: Can't remove only payment method with active subscription

Solution:

1. Add new payment method first
2. Set new method as default
3. Then remove old method

Subscription Issues

Plans may be available with monthly or yearly billing intervals. Some plans may include a free trial period.

Can't Upgrade Plan

Symptom: Unable to change to higher plan

Solutions:

1. Check payment method - Valid card on file?
2. Check permissions - Only users with billing access can change plans
3. Contact support - May need manual assistance

Can't Downgrade Plan

Symptom: Unable to change to lower plan

Possible causes:

1. Per-seat billing - If you have per-seat billing, you may need to reduce team members first
2. Contact support - For assistance with plan changes

Solutions:

1. Reduce team size if on per-seat billing
2. Contact support for assistance

Subscription Not Activating

Symptom: Paid but subscription not active

Solutions:

1. Wait a few minutes - Processing time for payment webhooks
2. Refresh page - May need reload
3. Sign out and in - Reset session
4. Check payment - Was it successful in the billing portal?
5. Contact support - With payment confirmation

Subscription Canceled Unexpectedly

Symptom: Subscription canceled without request

Possible causes:

1. Payment failed - Check payment method
2. Card expired - Update payment method
3. Manual cancellation - Someone with billing access canceled?

Solutions:

1. Update payment method
2. Reactivate subscription through billing portal
3. Contact support if unclear

Invoice Issues

Invoice Not Received

Symptom: No invoice email

Solutions:

1. Check spam folder - Often filtered
2. Verify billing email - Correct address?
3. Download from portal - Access in billing history
4. Contact support - Request resend

Wrong Amount Charged

Symptom: Unexpected charge amount

Possible causes:

1. Prorated charges - Upgrade mid-cycle
2. Tax added - Varies by location
3. Plan change - Different pricing
4. Additional charges - Overage fees

Solutions:

1. Review invoice details
2. Check for proration
3. Verify current plan
4. Contact support if unclear

Missing Invoice

Symptom: Invoice not in billing history

Solutions:

1. Check date range - Invoice in different period?
2. Access billing portal - More complete history
3. Contact support - Request copy

Billing Portal Issues

The billing portal is provided by your payment provider (Stripe, Lemon Squeezy, or Paddle) and allows you to manage subscriptions, view invoices, and update payment methods.

Can't Access Billing Portal

Symptom: Billing portal won't open

Solutions:

1. Check permissions - Only users with billing.manage permission (Owner role for teams, account owner for personal accounts) can access billing
2. Allow popups - Portal may open in new window
3. Try different browser - Browser compatibility issues
4. Clear cache - Remove old sessions
5. Contact support - If still inaccessible

Portal Shows Wrong Info

Symptom: Information doesn't match

Solutions:

1. Refresh portal - Get latest data
2. Check sync - May take time to update after recent changes
3. Contact support - For discrepancies

Refund Requests

Requesting a Refund

Process:

1. Contact support
2. Explain the situation
3. Provide relevant details
4. Wait for review
5. Refund processed if approved

Refund Not Received

Symptom: Approved refund not appearing

Solutions:

1. Wait processing time - 5-10 business days typical
2. Check original payment method - Refund goes there
3. Contact support - With refund confirmation

Account Status Issues

Account Suspended for Non-Payment

Symptom: Access restricted due to billing

Solutions:

1. Update payment method - Add valid card
2. Pay outstanding balance - Clear overdue
3. Contact support - If you believe error
4. Access restored - After payment confirmed

Free Trial Ended

Symptom: Lost access after trial

Note: Some plans include a free trial period. Trial start and end dates are tracked in your subscription.

Solutions:

1. Subscribe to paid plan - Continue using the service
2. Contact support - Discuss options
3. Check trial status - Your trial end date is visible in billing settings

Tax Issues

Tax handling is managed by the payment provider (Stripe, Lemon Squeezy, or Paddle). Tax rates are determined by the billing provider based on your location.

Tax Not Correct

Symptom: Wrong tax rate applied

Solutions:

1. Verify location - Your billing address determines tax rate
2. Update billing address - If incorrect, update in the billing portal
3. Contact support - For corrections or questions about tax rates

Need Tax Invoice

Symptom: Need invoice with tax details

Solutions:

1. Access billing portal - Invoices are available in the customer portal
2. Contact support - For special documentation requirements

Enterprise/Custom Billing

Contract Questions

For enterprise contracts:

1. Contact your account manager
2. Review contract terms
3. Request amendments through proper channel

Custom Pricing

For custom pricing inquiries:

1. Contact sales team
2. Discuss your needs
3. Receive custom quote

Prevention

Avoiding Billing Issues

1. Keep payment info current - Update before expiration
2. Monitor billing emails - Don't ignore alerts
3. Check invoices - Catch issues early
4. Know your plan - Understand limits

Setting Up Alerts

Configure notifications for:

• Payment failures
• Upcoming renewal
• Plan changes

Getting Help

Before Contacting Support

Gather:

1. Account email
2. Invoice number (if applicable)
3. Error message
4. Screenshot of issue
5. Payment confirmation (if applicable)

Contact Support

For billing issues:

1. Use billing-specific support channel
2. Provide account information
3. Describe issue clearly
4. Include relevant documents

Related Topics

• Personal Billing - Individual billing
• Team Billing - Team billing
• Account Access - Access issues