Billing problems
Most billing issues are quick to fix. Find your situation below and follow the steps.
Payments are processed by our payment partner, Paddle. Invoices, receipts, and payment methods live in the Paddle billing portal: open Billing in the left sidebar footer, then click Manage billing.
My payment failed
The most common causes:
Card expired. Update the card on file and the payment is retried.
Insufficient funds. Add funds or use a different card.
Issuing bank declined. Banks sometimes block subscription charges by mistake. Contact your bank and ask them to allow the charge, then retry.
To update your payment method:
Open Billing in the left sidebar footer.
Click Manage billing and update the payment method in the billing portal.
Failed charges are retried automatically over the following days, and your subscription stays active while that happens. You'll get an email when a charge fails.
I was charged the wrong amount
Open Manage billing and check the transaction in the billing portal. Each invoice shows what you were charged for.
If you upgraded mid-cycle or switched from monthly to annual, the charge includes a prorated amount for the rest of the current period.
If something still doesn't look right, contact support with the invoice details and we'll review.
I need a copy of an invoice
Open Manage billing. Find the transaction in the billing portal and download the invoice.
I need an invoice with a different company name or tax ID
Contact support with the details that should appear on the invoice and we'll sort it out.
My subscription was cancelled but I want to come back
Open Billing, pick a plan, and confirm. Your banners, scans, and audit records are all still there; after cancellation your project simply runs on the Free plan until you resubscribe.
I'm being charged after cancelling
If you cancel mid-period, your subscription remains active until the end of that period, but no further charges should follow.
If you've been charged after that, contact support with the charge details and we'll refund quickly.
I need a refund
Contact support with the invoice details and a short explanation. We process eligible refunds within a few business days.