Payment and Billing Issues

Troubleshoot common payment problems and billing issues.

Failed payments

If a payment fails, your subscription is marked as past due, and some actions on your account may be restricted until it's resolved. To fix it:

Go to Settings > Billing > Payment Methods
Update the failing card, or add a new one and set it as default
Retry the payment, or contact [email protected] if it keeps failing

Common reasons a card is declined include insufficient funds, an expired card, incorrect card details, or a bank blocking the transaction, this is common with international cards. If you believe your card should be working, contact your bank first.

Refunds

Tutoom doesn't offer refunds. This is why the Free plan exists: it gives you full access to Tutoom's core features at lower capacity limits, so you can try it out before subscribing to a paid plan.

Changing or canceling your subscription

Upgrades apply immediately and are billed right away.
Downgrades apply at the start of your next billing cycle; your current plan stays active until then.
Cancellations work the same way: your subscription stays active until the end of the current billing period, then it won't renew.

You can manage all of this from Settings > Subscription.

International payments

Invoices are billed in USD or EUR, depending on your organization's country. If your bank charges conversion fees or blocks international transactions, contact your bank directly. If you need an alternative payment arrangement, such as billing in your local currency or by bank transfer, contact [email protected].