Billing and credit issues

A payment didn't go through, your credit balance looks wrong, or a plan change isn't showing up. Work through the causes below in order.

Common causes#

A payment failed or your subscription is past due#

If a charge fails, your subscription shows as past due until payment succeeds. Open Settings → Billing and follow the link to the secure billing portal, then update your card there. Once a payment goes through, the past-due state clears.

Credits look like they're missing#

Two behaviors explain most "missing credits" reports:

• Consumption order. Included monthly credits are always consumed before purchased credits. If your purchased balance looks untouched while your included balance drops, that's working as intended. Included credits expire 12 months after issuance; purchased credits never expire.
• Charges settle only on success. Credits are reserved when an action starts, then settled on success or released if it fails — so failed lookups and no-match results don't cost anything.

Check Settings → Credits for your balances and the full history of every charge. See Credits and the credit costs reference.

A plan change isn't reflected#

Plan changes happen in the secure billing portal. Open Settings → Billing, go to the portal, and confirm the change actually completed there. If the portal shows the new plan but the app still shows the old one after a refresh, contact support with the timestamp of the change. See Plans.

You want to cancel#

Cancel from the secure billing portal via Settings → Billing. Your access continues until the end of the current billing period, and included credits stop being issued after that. See Cancel or downgrade for what happens to your data and remaining credits.

Still stuck?#

Email support with your workspace name, the screen involved, timestamps, and screenshots of Settings → Billing or Settings → Credits — see Contact support. Never include full card numbers in an email; card details belong only in the secure billing portal.