Account & billing troubleshooting

A payment was declined

This is almost always something on the card's side - insufficient funds, an expired card, or a bank declining an unfamiliar recurring charge. Update the payment method in your account settings and try again; if it keeps failing with a card you know is good, reach out through the in-app help panel.

My plan hasn't changed after upgrading or downgrading

Plan changes typically take effect on your next billing cycle, not immediately - see Account & Billing. If a full cycle has passed and it's still showing the old plan, that's worth reporting.

Am I eligible for a refund?

This depends on the specifics of your situation rather than a fixed rule - the in-app help panel connects you to a person who can look at your account and give a real answer.

I'm locked out of my account

Try the password reset flow first. If you no longer have access to the email or sign-in method on the account, use the in-app help panel

• account recovery in that situation needs a real person to verify you.

Still stuck

See Troubleshooting for other common issue categories.