Billing Problems
What to do when a payment is still confirming, did not go through, failed at renewal, or was charged twice.
The Screen After Checkout
| Screen | What it means | What to do |
|---|---|---|
| Confirming your payment | The payment went through and we are waiting for confirmation. Usually a few seconds. | Do not close or refresh the page. |
| You are on [plan] | Everything is active now. | Press Continue. |
| Payment not completed | Nothing was charged and nothing changed. | Press Try again, with the same card or another payment method. |
| Still confirming | The payment went through but has not activated yet. | Refresh shortly. Do not pay again. If it is still missing after ten minutes, contact support. |
I Paid but My Plan Is Not Active
- 1Refresh the page. Activation usually lands within a minute or two.
- 2Check you are signed in to the account you paid with.
- 3Do not pay a second time.
- 4After ten minutes, open a ticket at /support with the Billing & Payments topic and include the order or invoice number from your receipt email.
A Renewal Payment Failed
Your account page shows "Payment failed. You keep access for 7 days." Press "Update or resubscribe" (or "Manage payment method" when it is shown) to fix your payment details. If nothing is fixed, the account moves to the free plan; nothing is deleted.
Charged Twice or Charged the Wrong Amount
Contact support with the Billing & Payments topic. Include both receipt emails or invoice numbers and the billing email if it differs from your account email. Do not start another checkout while it is being looked at. Our refund policy (/refund-policy) explains how billing errors are handled.
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