Payment & Billing Troubleshooting

Payment & Billing Troubleshooting

Solutions for common payment and billing issues.

Payment Failed

Common Causes & Solutions

Error	Cause	Solution
Card Declined	Insufficient funds, card limit, or bank block	Check available balance Contact your bank to authorize the charge Try a different card
Card Expired	Card on file has expired	Update your payment method in account settings
Invalid Card Number	Typo in card number	Re-enter card details carefully
3D Secure Failed	Bank verification not completed	Complete the bank's verification prompt, or use a card without 3DS
Transaction Limit	Amount exceeds card's transaction limit	Contact bank to increase limit or use different card

Retry Failed Payment

1. Go to My Subscriptions
2. Click on the subscription with failed payment
3. Click Retry Payment
4. If it fails again, update your payment method first

---

Subscription Issues

Subscription Shows "Suspended"

Cause	Payment failed multiple times
Impact	Instance is stopped but data is preserved
Solution	Update payment method Pay outstanding invoice Instance will restart automatically Contact support if it doesn't restart within 1 hour

Can't Upgrade or Downgrade Plan

• Outstanding Balance: Pay any pending invoices first
• Active Trial: Wait for trial to end or contact support
• Recent Change: Wait 24 hours between plan changes

---

Invoice Issues

Can't Find Invoice

1. Go to My Account > My Invoices
2. Check the date range filter
3. Look for "All" status to see all invoices
4. Invoices are also sent to your email

Invoice Shows Wrong Amount

• Proration: Mid-cycle changes are prorated
• Add-ons: Check if add-ons were added
• Currency: Verify currency matches expectations
• Contact support with invoice number for clarification

Need Invoice Correction

For company name, address, or tax ID corrections:

1. Create a support ticket
2. Include invoice number
3. Specify what needs to be corrected

---

Refunds

When Are Refunds Available?

• Annual Plans: Pro-rated refund within 14 days
• Monthly Plans: Generally no refunds, service continues until period end
• Billing Errors: Full refund for duplicate charges
• Service Issues: Contact support to discuss

Request a Refund

1. Create a support ticket
2. Subject: "Refund Request - [Invoice Number]"
3. Include reason for refund request
4. Our team will review and respond within 2 business days

---

Updating Payment Information

Update Credit Card

1. Go to My Account
2. Click Payment Methods
3. Click Add New Card
4. Enter new card details
5. Set as default payment method
6. Optionally remove old card

Change Billing Email

1. Go to My Account > Settings
2. Update email address
3. Or add a billing-specific email in Billing Settings

Still Need Help?

For billing issues not covered here, create a support ticket with category "Billing and Payments".