In this article, we provide solutions to common payment and billing issues you might encounter.

If you encounter any issues that are not covered in this article or need further assistance, please contact our support team through the Help Center. We are here to help!

Common Payment Issues

Payment Declined

You might encounter this issue if the payment date has passed and your subscription has been canceled due to three failed payment attempts, or if the card on file is not charged at the start of the new billing cycle.

Solution:

• Verify that your payment information (credit card number, expiration date, and CVV) is correct.
• Ensure that your card has sufficient funds or credit available.
• Check if your card issuer has blocked the transaction. Contact your bank or credit card company for assistance.

Payment Method Not Accepted

This issue occurs when the payment method you are trying to use is not supported by our platform or your card is declined by our system when you try to add it.

Solution:

• Confirm that the payment method you are using is supported by our platform. We accept Visa, Mastercard and American Express credit/debit cards.
• We also accept payment by bank transfer. Contact our support team for further assistance.

Duplicate Charges

You might notice this issue if you see multiple charges for the same billing period or transaction.

Solution:

• Review your billing history to identify any duplicate charges.
• If you find a duplicate charge, contact our support team with the details, and we will investigate and resolve the issue.

Payment Processing Errors

This issue can occur if there are problems processing your payment due to technical or connectivity issues, even after verifying that your card is valid.

Solution:

• Ensure your internet connection is stable while making the payment.
• If the issue persists, try clearing your browser cache or using a different browser.
• Contact our support team if you continue to experience payment processing errors.

Common Billing Issues

Incorrect Billing Amount

This issue arises when the amount charged on your invoice does not match the expected amount.

Solution:

• Review your invoice to identify any discrepancies in the billing amount.
• If you notice an error, contact our support team with the details, and we will correct the issue.

Missing Invoices

This issue occurs when you do not receive your invoice via email or cannot find it in your Account Panel.

Solution:

• Check your email inbox and spam folder for any missing invoices.
• Ensure that your email address is correct in your account settings.
• If you still can't find the invoice, contact our support team to request a copy.

Subscription Renewal Issues

This issue can occur if there are problems renewing your subscription or if your subscription does not renew as expected.

Solution:

• Verify that your subscription renewal settings are correct in your account.
• Ensure that your payment method on file is up-to-date and valid.
• If you encounter issues with subscription renewal, contact our support team for assistance.