Troubleshooting
Billing problems
Resolve failed payments, missing invoices, and subscription state that looks wrong.
Billing issues usually fall into payment failures, missing documents, or a subscription state that has not refreshed yet.
A payment failed
- Check that the card or payment method has not expired and has available funds.
- Update the payment method under billing, then retry the charge.
- If your bank flagged the charge, approve it and retry.
An invoice is missing
Invoices appear shortly after a billing event. If one is missing, widen the date range on the Invoices page. Very new workspaces may not have any invoices yet.
The subscription state looks wrong
Provider updates can take a short time to reflect. Refresh the Subscription page after a minute. If it still looks wrong, note what you expected and open a ticket.
Who can fix billing
Only owners and billing contacts can change payment methods or subscriptions. If the controls are unavailable, ask an owner.