Payment and Billing Issues

Troubleshoot common payment problems and resolve billing issues quickly.

Common Payment Issues

Failed Payment

When a payment fails, you'll receive an email notification. Common causes include:

• Insufficient Funds: Ensure your account has adequate balance
• Expired Card: Update your card if it has expired
• Incorrect Details: Verify card number, CVV, and billing address
• Bank Restrictions: Contact your bank about international transactions

Steps to Resolve Failed Payments:

1. Check your email for failure notifications
2. Log into your account
3. Go to Settings > Billing
4. Update or add a new payment method
5. Retry the payment manually

Card Declined

If your card is declined:

1. Verify Information: Double-check all card details
2. Contact Bank: Ensure international/online transactions are enabled
3. Try Different Card: Use an alternative payment method
4. Check Limits: Verify your card's spending limits

Billing Discrepancies

Unexpected Charges

If you see charges you don't recognize:

1. Review Invoice: Check the detailed invoice breakdown
2. Check Plan Changes: Verify if you upgraded during the billing period
3. Multiple Accounts: Ensure you don't have duplicate accounts
4. Contact Support: Reach out with specific charge details

Incorrect Amount

For amount discrepancies:

1. Verify Plan: Confirm your current subscription plan
2. Check Prorations: Mid-cycle changes may cause prorated charges
3. Review Taxes: Local taxes may affect the total amount
4. Currency Conversion: Exchange rates may impact international charges

Account Suspension

Service Interruption

If your account is suspended due to payment issues:

1. Update Payment Method: Add or update your payment information
2. Retry Payment: Process the failed payment manually
3. Contact Support: If issues persist, reach out for assistance
4. Restore Access: Service resumes once payment is processed

Grace Period

• 7-day grace period for failed payments
• Account remains accessible during grace period
• Email reminders sent throughout the period

Refund Requests

Eligible Situations

• Annual subscription cancellations (prorated)
• Billing errors or overcharges
• Technical issues preventing service use
• Duplicate charges

Refund Process

1. Contact support at [email protected]
2. Provide invoice number and reason
3. Include supporting documentation if applicable
4. Refunds processed within 5-10 business days

Non-Refundable Situations

• Monthly subscription partial months
• Services already consumed
• Cancellations after grace period
• Third-party integration costs

Subscription Changes

Upgrade Issues

If you can't upgrade your plan:

1. Payment Method: Ensure valid payment method is on file
2. Pending Charges: Resolve any outstanding payments
3. Contact Support: For Enterprise upgrades, contact sales

Downgrade Problems

When downgrading encounters issues:

1. Billing Cycle: Changes take effect at next billing period
2. Usage Limits: Ensure current usage fits new plan limits
3. Feature Access: Some features may be restricted immediately

International Payment Issues

Currency Problems

• Payments processed in USD by default
• Bank conversion fees may apply
• Some cards may block international transactions

Regional Restrictions

• Certain payment methods may not be available in all regions
• Contact support for alternative payment options
• Bank transfers available for Enterprise customers

Troubleshooting Steps

Before Contacting Support

1. Clear Browser Cache: Clear cookies and cached data
2. Try Different Browser: Test with another browser
3. Disable Ad Blockers: Temporarily disable browser extensions
4. Check Internet Connection: Ensure stable internet connectivity

Information to Provide Support

• Invoice or transaction number
• Error messages received
• Payment method details (last 4 digits only)
• Screenshots of error screens
• Account email address

Prevention Tips

Avoid Payment Issues

• Keep payment methods up to date
• Monitor card expiration dates
• Ensure sufficient account balance
• Whitelist Tutoom billing emails
• Update billing address when moving

Account Management

• Review billing settings monthly
• Set up payment reminders
• Monitor usage against plan limits
• Keep contact information current

Emergency Contact

For urgent billing issues:

• Email: [email protected] (24/7 monitoring)
• Priority Support: Available for Pro and Enterprise customers
• Response Time: Within 24 hours for standard issues, faster for urgent matters

Status Page

Check our status page for any known payment processing issues: status.tutoom.com