🔍 What Is This Issue?
Some customers find themselves unable to log in after a payment attempt. Instead of reaching the dashboard, they are stuck on a screen showing a message similar to "We're still processing your payment" or "Please wait". The page does not load further, and the account remains inaccessible.
This happens when a payment session does not complete correctly — for example, if the connection between our platform and the payment processor is interrupted mid-checkout. Your account can end up in a suspended state even if you attempted to pay.
⚠️ Why This Happens
This issue is caused by a payment processing loop where:
- A payment was initiated but did not successfully complete or was not confirmed by our system.
- The platform continued waiting for payment confirmation that never arrived.
- As a result, the account was placed in a locked or past-due state, blocking dashboard access entirely.
Our engineering team has addressed several related causes of this bug, but if your account is currently stuck, you will need our billing team to manually clear the session and reactivate your account.
🛠️ How to Resolve This
Because this issue involves a payment session that failed at the system level, it cannot be resolved by refreshing the page, clearing your browser cache, or logging out and back in. Before reaching out to our team, please try the following self-service steps — they may resolve the issue without any manual intervention:
- Wait 15–30 minutes and try logging in again — in some cases, the payment processor confirmation is delayed. If the payment did go through, your account may automatically unlock once our system receives the confirmation.
- Check your email inbox for a payment receipt or failure notice — if you received a payment receipt from our billing system, your payment was processed. If you received a failure notice, your card was not charged and you can safely attempt payment again once your account is accessible. If you received neither, proceed to the next step.
- Do not attempt multiple new payments — making additional payment attempts while your account is stuck may create further complications. Wait until the existing session is cleared before trying again.
- Check your card or bank statement — confirm whether a charge actually went through. If no charge appears and your account remains locked after 30 minutes, the session needs to be manually cleared by our billing team.
- Contact our support team — if the steps above have not resolved the issue, this requires manual intervention from our billing team. Reach out via the support contact options available on our website or login page.
- Share your account email address — our team will use this to locate your account, verify your payment history, and confirm which session is causing the block.
- Our billing team will manually process or clear the payment — once our team has reviewed your account, they will either manually process the outstanding payment or clear the stuck session, whichever is appropriate. No action is required from you during this step.
- Log in once you receive confirmation — after the billing team completes the manual resolution, you will be able to log in and access your dashboard normally.
✅ After Your Account Is Reactivated
Once you have regained access, it is a good idea to verify your billing details are up to date to prevent this from happening again. You can review your payment method and subscription status inside your account's billing settings. If you are unsure where to find these, ask our support team to point you in the right direction.