## 🔍 What Is Happening?

After completing a Pro plan upgrade, some customers are charged successfully but then land on a **"Please Wait"** or **"Still Trying to Process Payment"** screen and cannot access their account. This is a known issue that can occur during checkout and is fully resolvable by our support team.

Your payment has been received — this screen does not mean the transaction failed. It means the account provisioning step did not complete as expected.



## ✅ Steps to Take Right Now

1. **Do not attempt to pay again.** Your card has already been charged. Submitting a second payment may result in a duplicate charge.
2. **Do not close or refresh repeatedly.** If you have already left the processing screen, that is fine — but avoid initiating a new checkout session.
3. **Take note of your payment confirmation.** Check your email inbox for a receipt from Stripe. Save this for reference when you contact support.
4. **Contact support immediately** using the live chat widget (see below). Our team can manually verify your payment and provision your account without any delay.

## 🛠️ What Our Team Will Do

Once you reach a support teammate, they will:

- Verify that your payment was received and recorded correctly in Stripe
- Confirm the correct plan and pricing applied to your account
- Manually trigger account provisioning if it did not complete automatically
- Confirm that no duplicate charges occurred
- Ensure all expected features and limits are active on your upgraded account

This process is typically resolved quickly once our team is looped in.



## ⚠️ Common Variations of This Issue

This problem can appear in a few different ways depending on how the checkout was initiated:

- Clicking **Upgrade** inside the platform causes a spinner that never completes
- Completing Stripe checkout and being redirected back to a processing screen with an error message
- Payment going through but the account remaining on the previous plan with no feature changes

All of these scenarios are handled the same way — contact support and our team will resolve it manually.



## 💡 Tips to Prevent This in Future Sessions

- Use a stable internet connection when completing checkout
- Avoid using browser extensions that block scripts or modify page behaviour (such as ad blockers) during the payment flow
- Complete checkout in a single session without switching tabs or navigating away from the payment page

## 💬 Need Help Now?

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.