How Can I Understand Billing Issues?

How Can I Understand Billing Issues?


If we run into issues with monthly payment, we will notify you:
  • The email address specified in billing settings will receive an email
  • The web application will show a message in the top bar:
    • Example: "There was an issue with your subscription - take action now"
    • Example: "Payment is overdue for your subscription - take action now"

Issues may be related to:
  • An expired credit card
  • A blocked credit card
  • Fraud-related detection (valid or invalid)
  • Issues with our merchant provider (Stripe)

By clicking on the provided email link or top bar message, you will be redirected to billing settings.

To learn more about the root cause:
  • Click on the "Invoices" tab
  • Click on the latest invoice
  • Scroll down to review the error message
    • Example: "Your credit card has expired"

You may need to update your payment method or call your bank to authorize payment.

To learn more about how billing charges are calculated, click here.
To learn more about the billing cycle, click here.

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