🔍 Why the Charge Appears
Your Growth plan may show a sudden increase — for example, from $199/month to $689/month — with a line item labeled Recurring Topups - New Billing. This happens when Stripe records more seats than your team actually uses. In the documented case, 14 seats were showing in Stripe while only one seat was active, creating an overcharge of $490 for 13 extra seats.
✅ Verify Your Seat Count
Before requesting a refund, confirm the discrepancy:
- Log in to the platform and open the billing or team settings area.
- Count the active seats assigned to your account.
- Compare that number with the seat quantity shown on your Stripe invoice or receipt.
- If Stripe shows more seats than you have active, you are being overcharged.
🛠️ Request a Refund and Correction
If you confirm an overcharge, contact support to have the billing corrected and the excess amount refunded:
- 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.
- Provide your account email, the invoice date, and the seat count you see in Stripe versus the actual active seats.
- The billing team will process a refund for the extra seats and adjust your subscription so future invoices reflect the correct seat count.
⏱️ Refund Timeline
Refunds are typically available in your original payment method within 7–10 business days after the billing team processes the adjustment.
🛡️ Prevent Future Overcharges
Engineering has addressed the root causes — including duplicate proration charges, idempotency issues, and bundled top-up subscriptions — through several fixes. Your billing should now stay in sync automatically. If you ever notice a mismatch again, follow the steps above to get it resolved quickly.