## **🔍 Overview**

Some customers experience an issue where updating a credit card on file causes the billing page to time out and reload, and the new card does not appear in the payment methods list — even after multiple attempts across different devices and browsers. This article explains what is known about this issue and what to have ready if you need to escalate it.

## **⚠️ Why This Happens**

This issue involves a payment method update timeout and a visibility glitch where the updated card does not display correctly after the attempt. The root cause is handled on the backend and requires investigation by our support team.

## **🛠️ Steps to Take Before Escalating**

1. **Clear your browser cache and cookies,** then reload the billing page. Stale session data can sometimes cause display issues.
2. **Try a different browser or device.** This helps confirm whether the issue is local to your browser or account-level.
3. **Attempt the update one more time** and note exactly what happens — for example, whether the page times out before completing, or whether the card appears to save but does not show up afterward.

## **📍 What to Have Ready When Contacting Support**

Because this issue requires a backend investigation, please gather the following before reaching out:

- Your account or project name
- The exact error message or behavior you see (e.g., page timeout, blank payment methods list)
- The date and approximate time of each failed attempt
- The browser and device you were using

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.