Troubleshooting Billing

If something doesn't look right with your billing, this guide covers the most common issues and how to resolve them.

A failed payment is usually caused by an expired card, insufficient funds, or a bank-side block on the transaction.

How to fix it:

If your card details are correct and the payment still fails:

Check the expiration date — An expired card is the most common cause.
Contact your bank — Some banks block automated or international charges. Ask them to allow the charge from Stripe.
Try a different card — If the issue persists, add a different payment method.

Your account unlocks automatically once payment succeeds. See Managing Payment Methods for step-by-step instructions.

If your account is locked and you're not sure why, it's typically one of two things:

Your free trial ended and no payment method or plan was set up. To resolve:

Your account unlocks immediately. See Free Trial for more details.

A charge failed after all retry attempts. To resolve:

Go to Account > Billing.
Click Manage to open the billing portal.
Update your payment method.
Wait for Stripe to process the payment (or trigger a manual retry from the portal).

Your data is preserved in both cases — nothing is lost while your account is locked.

Your seat count is based on active team members only. If the number looks higher or lower than you expect:

Check your active members list. Go to Setup > Users and count the members with Active status. That number should match your seat count on the billing page.
Pending invitations don't count. People you've invited who haven't accepted yet are not seats.
Deactivated members don't count. If you recently deactivated someone, the seat count should have decreased. If it hasn't updated on the billing page, wait for the next billing cycle refresh.

If the numbers still don't add up, contact support with a screenshot of your users list and billing page.

Only users with the Admin role can see and manage billing. If you don't see Account > Billing in the sidebar:

Learn about roles in User Roles Explained.

If you were told you'd receive a trial extension but your account still shows the original end date or has locked:

Check your email for a confirmation from our support team about the extension.
Sign out and sign back in — the app may need to refresh your account status.
Contact support with your organization name and the details of the extension request so we can verify it was applied.

If your invoice is higher than you anticipated, the most likely reason is your seat count:

Each active team member is a seat, and every seat adds to your cost.
If you recently invited new team members who accepted, your seat count (and therefore your cost) increased.
Check the pricing breakdown on Account > Billing to see exactly how your total is calculated.

Other reasons your charge may differ:

Proration from a plan change — If you switched from monthly to annual (or vice versa), the first invoice after the change includes prorated adjustments. See Monthly vs. Annual Billing.
Prorated seat additions — Adding a team member mid-cycle results in a partial charge for the remaining days in the billing period.

Review your invoice in the Stripe billing portal (Account > Billing > Manage) for a line-by-line breakdown.

If none of the above resolves your problem, contact our support team with:

We'll investigate and get back to you as quickly as possible.