## 🔍 What Happened

If you upgraded to a paid plan while your 7-day free trial was still active and were charged immediately, this was not the expected behaviour. Charges for plan upgrades made during an active trial should be deferred until the trial period ends. Our engineering team has since resolved the underlying issue that caused immediate billing in this scenario.



## ⚠️ How to Recognise This Issue

- You upgraded your plan while your 7-day free trial was still running.
- Your payment method was charged immediately after the upgrade — before your trial ended.
- You expected billing to begin only after the trial concluded.

## ✅ What the Resolution Looks Like

When this issue is confirmed, our billing team will:

1. Process a **full refund** of the amount charged in error.
2. **Restart your free trial** so you do not lose any trial time.
3. Ensure your paid plan activates correctly at the end of the trial period.

You do not need to re-enter any payment details or re-select your plan. Everything is handled on our end once the case is reviewed.



## 🛠️ What You Should Do

To get your refund and trial restart processed as quickly as possible, follow these steps:

1. **Check your billing confirmation email** for an invoice ID or transaction reference number — you will need this when you contact us.
2. **Note the following details** before reaching out: the plan you upgraded to, the amount charged, the date you upgraded, and the date your trial started.
3. **Contact our support team** through the platform to report the unexpected charge. Share the details you gathered above so the billing team can locate your account and confirm the erroneous charge immediately.
4. Our team will escalate your case to the billing team with a refund request. Once approved, a **full refund** will be issued and your **trial will be restarted** — no further action is required from you.
5. You will receive confirmation once the refund and trial restart are complete.

The sooner you reach out with the relevant invoice and account details, the faster your case can be resolved.



## 💡 Going Forward

The underlying billing bug that caused immediate charges during an active trial has been fixed by our engineering team. If you upgrade your plan during a future trial, the charge will be correctly deferred until your trial period ends.



## 💬 Need Help?

If you need further assistance, please reach out to our support team through the platform and we will be happy to help.