Payment or billing issues

Symptoms

• Payment declined or failed
• Charged more than expected
• Cannot access features after paying
• Invoice not received
• Subscription not activating

Possible causes

Payment failures

1. Card expired: Payment method out of date
2. Insufficient funds: Card or account limit
3. Bank block: Bank flagged transaction
4. Wrong card details: Typo in card number
5. Card type not accepted: Some card types restricted

Billing confusion

1. Multiple active jobs: Each job is billed separately
2. Prorated charges: Partial period charges
3. Currency conversion: Different display currency
4. Plan upgrade: Mid-cycle upgrade charges

Access issues

1. Payment processing: Takes a moment to activate
2. Cache issue: Browser showing old state
3. Plan mismatch: Different plan than expected

Resolution steps

For failed payments

Step 1: Check card details

1. Go to billing settings
2. Verify card number, expiry, CVV
3. Ensure billing address matches card
4. Update if any errors

Step 2: Try a different card

1. Click Update Payment Method
2. Enter a different card
3. Complete payment
4. Verify success

Step 3: Contact your bank

If cards keep failing:

1. Call your bank or card issuer
2. Ask if they blocked the transaction
3. Authorize the merchant if needed
4. Try payment again

Step 4: Use alternative payment

If cards do not work:

• Contact support for invoice billing
• Wire transfer available for enterprise
• Alternative payment methods may be available

For unexpected charges

Step 1: Review your jobs

1. Go to Dashboard
2. Count active (live) jobs
3. Each active job = one charge
4. Verify count matches expectation

Step 2: Check plan details

1. Go to billing settings
2. See plan for each job
3. Verify Agent vs Super Agent
4. Check billing date

Step 3: Review invoice

1. Download latest invoice
2. See itemized charges
3. Understand each line item
4. Contact support if unclear

For access issues

Step 1: Refresh and wait

1. Wait 2-3 minutes after payment
2. Hard refresh browser (Ctrl+Shift+R)
3. Try logging out and back in
4. Features should unlock

Step 2: Verify payment status

1. Check email for confirmation
2. Go to billing settings
3. See payment status
4. If "Paid", features should be active

Common scenarios

"Payment declined"

Your bank rejected the charge:

1. Check card details are correct
2. Ensure sufficient funds/credit
3. Call bank to authorize
4. Try a different card

"Charged twice"

Review carefully:

• Different jobs are billed separately
• Upgrade + regular billing can overlap
• Check invoice for itemization
• Contact support if true duplicate

"Wrong amount charged"

Possible explanations:

• Multiple active jobs
• Plan upgrade mid-cycle (prorated)
• Currency conversion differences
• Check invoice for breakdown

"Subscription not active"

1. Verify payment completed successfully
2. Refresh browser
3. Check correct organization
4. Contact support if persists

When to contact support

Contact support for:

• Refund requests
• Billing disputes
• Invoice questions
• Enterprise billing setup
• Persistent payment failures

Include:

• Transaction date and amount
• Last 4 digits of card used
• What you expected vs. what happened
• Any error messages seen