## **🔍 Why your payment may not be charged**

An active, funded card does not always mean the recurring subscription payment will process. The subscription may be linked to a different payment method, have a past-due or paused status, use a different billing date, or require a payment retry.

For migrated accounts, the subscription may also still be associated with an older card even after a new default payment method was added. A discount, promotional price, or billing configuration change can also affect the amount shown or charged.

## **🧾 Check your subscription and payment method**

1. Open the account menu from your avatar in the top-right corner.
2. Select **Billing**, then open the **Plans & Top-ups** tab.
3. Review the subscription status, recurring amount, next billing date, and payment method.
4. Select **Manage Subscription** to review the subscription details.
5. If needed, select **Add Payment Method** and confirm that the intended card is available and current.

## **🔄 What to do when the card is correct**

1. Confirm the card has not expired and can accept recurring online payments.
2. Check with your card provider for declined recurring, international, or online transactions.
3. Review the Billing area for an unpaid invoice or payment failure notice.
4. Do not remove the current payment method until you confirm another valid method is available.
5. After updating payment details, allow time for the billing system to retry the payment. Avoid repeatedly adding and removing cards, as this can make it harder to identify the payment method connected to the subscription.

## **📅 If the same issue happened last month**

Recurring billing problems that repeat each month usually indicate a subscription-level issue rather than a lack of funds. The subscription may be using an old payment method, have a failed retry state, or show a billing amount that does not match the current plan configuration.

Take a screenshot of the subscription status, recurring amount, next billing date, and any invoice or payment error shown in **Billing**. This information helps the team identify whether the payment needs to be retried or the subscription needs to be corrected.

## **✅ Confirm the charge was successful**

Open the account menu, select **Billing**, and review the **Invoices** tab for the affected billing period. You can also check the **Activity Log** for payment attempts, failures, or subscription updates. A successful card authorization may take some time to appear as a completed invoice.

If no payment attempt or invoice appears by the expected billing date, the subscription may not be synchronized correctly. Do not assume that manually paying another invoice will resolve the recurring subscription; the underlying subscription status should be reviewed.

## **💬 Get help with an unresolved charge**

Include your account or workspace name, the expected monthly amount, the affected billing dates, the last four digits of the intended card, and screenshots of the Billing status and invoice details. Never share your full card number or security code.

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.