HELP · BILLING
Resolve payment and subscription access issues
Check the existing attempt before paying again.
Billing & payments · 1 min read
Find the payment state
Use the existing subscription or payment reference in Plan & credits. A browser return is not final payment confirmation, and a payment confirmation does not by itself prove that access has finished updating.
Recover the existing attempt
- Check the payment status and the selected plan/interval.
- For pending payment, check that attempt rather than starting another subscription.
- If payment is confirmed but access is pending, use reconciliation or support.
- If payment failed, use the supported retry/change-method path without duplicating the order.
What should match
The confirmed plan, billing interval, amount and access state should agree. Keep the provider reference available if any of these differ. This preview creates no payment or receipt.
Common billing states
| State | Next step |
|---|---|
| Paid; access not active | Ask for reconciliation, not another purchase. |
| Unexpected renewal | Review the invoice, cancellation history and applicable published policy. |
| Cancel or request refund | These are separate actions; cancellation does not confirm a refund. |
| Account deletion | Deleting the account is not a substitute for cancelling billing. |
Contact billing support safely
Use a payment/invoice reference and the issue description. Do not include full card numbers, CVCs or banking credentials. Refund terms and response times are not finalized here.
Still stuck?
Tell us what you were doing and what happened instead. Include the reference from the screen if there was one.
Contact support