Common Payment Problems
Card Declined
If your payment is declined, it could be due to:
Insufficient Funds
- Check your available balance or credit limit
- Try a different card
- Wait and try again later
Card Restrictions
- Your bank may block international transactions
- Some banks block "suspicious" online purchases
- Call your bank to authorize the transaction
Incorrect Details
- Verify card number is correct
- Check expiration date
- Ensure CVV/CVC is right
- Billing address must match card records
Expired Card
- Check your card's expiration date
- Update payment method with new card
Payment Processing Error
If you see a generic error during checkout:
- Wait a few minutes and try again
- Clear browser cache and cookies
- Try a different browser
- Disable VPN if using one
- Try a different payment method
Double Charged
If you see duplicate charges:
- Check your billing history in dashboard first
- Sometimes "pending" charges appear double but resolve
- Wait 24-48 hours for pending charges to clear
- If still showing duplicate after 48 hours, contact support
Note: Some banks show an authorization hold and then the actual charge separately. The hold typically disappears within a few days.
Subscription Issues
Subscription Not Activating
If you paid but don't have access:
- Check your email for payment confirmation
- Refresh the page / log out and back in
- Check billing history for the transaction
- Wait a few minutes - sometimes there's a brief delay
- Contact support with your payment confirmation
Recurring Payment Failed
When a subscription renewal fails:
- You'll receive an email notification
- Go to Settings → Billing
- Update your payment method
- We'll automatically retry the charge
Access Removed After Failed Payment
After multiple failed payment attempts, access may be suspended:
- Update your payment method
- Manually retry the payment in billing settings
- Access restores immediately upon successful payment
Refund Requests
How to Request a Refund
- Review our Refund Policy for eligibility
- Go to Contact Support
- Select "Billing Question" as subject
- Include your invoice number
- Explain reason for refund request
Refund Processing Time
- Review: 1-2 business days
- Processing: 3-5 business days after approval
- Bank posting: 5-10 business days depending on your bank
Invoice Issues
Need Updated Invoice
If you need an invoice with different details (company name, tax ID, etc.):
- Update your billing profile first
- Contact support with the invoice number
- Specify what changes are needed
Missing Invoice
- Check your email spam folder
- Download from Settings → Billing → Billing History
- Contact support if you can't find it
Currency and International Payments
Currency Conversion
- All prices are in USD
- Your bank converts at their rate
- Foreign transaction fees may apply
- Contact your bank about their fees
International Card Issues
- Some international cards have online purchase limits
- Enable international transactions with your bank
- Try a different card if one doesn't work
Contacting Support
For payment issues not resolved above:
- Go to Contact Support
- Include:
- Your account email
- Transaction/invoice number if available
- Screenshot of any error messages
- Date and amount of the transaction
- We typically respond within 24 hours