## **🔍 What This Article Covers**

Some customers have reported that their billing system continues to charge an older or non-default card even after they have set a different card as the default payment method. This article explains why this happens and what steps to take to resolve it.



## **⚠️ Why This Happens**

This issue is related to a known behaviour in our legacy billing system. In some cases — particularly for accounts that were migrated from an older billing setup — the system may retain a reference to a previous card and continue using it for charges, even when a different card has been marked as the default. Our engineering team has identified and resolved the underlying cause, but some accounts may still be affected if the payment method was not fully updated at the backend level.



## **✅ What You Can Try First**

1. **Verify your default card.** Log in to your account and navigate to Avatar (top-right) → Billing. Confirm that the card you want to be charged is set as the default payment method. Check that the last four digits match the card you expect to be billed.
2. **Remove the old card.** If a previous card is still saved in your account, remove it entirely. This reduces the chance of the system falling back to an outdated payment method.
3. **Attempt the action again.** After confirming only the correct card is on file and set as default, retry the subscription renewal or manual payment if applicable.

## **🛠️ When Self-Service Is Not Enough**

If the wrong card is still being charged after you have updated your default payment method and removed old cards, the issue likely requires a backend correction by our team. This is consistent with how previous cases were resolved — a support agent escalated the request internally, and our billing team manually updated the payment method and processed the correct charge.

In this situation, **do not attempt the payment multiple times**, as duplicate charges may occur while the wrong card is active.



## **💬 How to Get This Fixed Quickly**

To get your payment processed on the correct card, contact our support team with the following information ready:

- The last four digits of the card that **should** be charged
- The last four digits of the card that **was incorrectly** charged (if a charge already went through)
- The exact amount that needs to be charged or refunded
- Whether this is for a subscription renewal or a one-time top-up

Having these details ready allows our team to escalate immediately to the billing team and complete the correction without back-and-forth.



## **📋 What Our Team Will Do**

Once your request is received, a support agent will attempt to update the default card on your account. If a system error prevents this from being done through standard tools, the request is escalated to our backend billing team, who will manually process the charge on the correct card and reactivate your subscription if needed. This process has been completed successfully for affected customers.



## **🙋 Still Need Help?**

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.