## **🔍 Why This Article Exists**

Some support conversations are closed due to agent unavailability before an issue is fully resolved. This article helps you understand what information to have ready so that when you reconnect with our team, your account or billing issue can be addressed as quickly as possible.

## **📋 Step 1: Identify Your Issue Type**

Before reaching out, pinpoint which category your issue falls into. This saves time and helps our team resolve it faster.

- **Subscription & Plan:** You were charged unexpectedly, your plan changed, or you want to upgrade, downgrade, or cancel.
- **Payment Method:** Your card was declined, you need to update payment details, or a charge failed.
- **Invoice & Receipts:** You need a copy of an invoice, a refund, or clarification on a charge amount.
- **Account Access:** You cannot log in, your account is locked, or your subscription appears inactive despite payment.
- **Team Members & Seats:** You cannot add or remove team members, or seat limits are causing access problems.
- **Credits & Usage:** Your credits were deducted incorrectly, or your usage does not match what you expected.

## **⚠️ Step 2: Prepare These Details Before Contacting Support**

Because these escalations sometimes close before an agent becomes available, having the right information ready when you reconnect will prevent further delays. Please prepare the following before reaching out:

- Your **account email address** (the one used to log in)
- The **specific issue type** from the list in Step 1
- The **date the issue occurred** or when you first noticed it
- Any **error messages** you received, copied exactly as they appeared
- Any relevant **transaction IDs, invoice numbers, or charge amounts** from your email receipts or bank statement
- A brief **description of what you already tried** to resolve the issue

Having these details ready ensures that once an agent is available, they can act immediately without needing to ask follow-up questions that could cause further delays.

## **📋 Step 3: Reconnect With Our Team**

Account and billing issues — including unexpected charges, payment failures, invoice requests, and access problems — require direct review by our support team. There are no self-serve steps that can resolve all scenarios, and our agents are best positioned to look into your specific account.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.