🔎 What a stuck payment means
If your Pro plan upgrade shows an error or the message “We’re still processing your payment”, the payment provider has not yet confirmed the transaction. Do not submit the payment repeatedly, as this can create duplicate charges.
🛠️ Check your billing status
- Open the account menu from your avatar in the top-right corner.
- Select Billing, then open the Plans & Top-ups tab.
- Review your current plan and the status of the upgrade.
- Open the Invoices tab to check whether an invoice was created or paid.
- Open the Activity Log tab to review recent billing events.
💡 Try these safe troubleshooting steps
- Wait a few minutes, then refresh the Billing page. Payment confirmation can occasionally be delayed.
- Check that your payment method is valid and has sufficient available funds.
- If needed, select Add Payment Method in Billing → Plans & Top-ups, then retry the upgrade once.
- Use a stable internet connection and try again in a private or incognito browser window.
- Do not retry if your invoice or bank statement already shows a successful charge.
✅ Confirm the upgrade
After the payment is confirmed, return to Billing → Plans & Top-ups and verify that Pro is active. Check the Invoices tab for the completed transaction. If you were charged but your account still shows the previous plan, wait briefly and check again before making another payment.
🚨 When to contact support
Contact support if the payment remains pending after a reasonable wait, you received an error after being charged, your account shows the wrong plan, or you see duplicate charges or invoices. Include the account email, approximate payment time, displayed error, and invoice details. Do not share full card numbers or security codes.
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.