Billing Payment Troubleshooting

Troubleshooting steps for billing payment troubleshooting.

Billing and Payment Issues

If you're experiencing issues upgrading your plan or accessing your credits, follow these steps.

1. Credit Card Declined

If your payment fails during checkout:

• Ensure your billing address and zip code match your card exactly.
• Some banks automatically block unfamiliar online transactions. Check your mobile banking app for a fraud alert, or call your bank to authorize the charge.
• Try a different credit card if the issue persists.

2. Upgraded but Still on the Free Plan

If your payment was successful but your account hasn't updated:

• Stripe payments occasionally take a few minutes to fully sync.
• Refresh the page, or try logging out and logging back in.
• Check Settings > Plan & Credits. If it still shows the Free plan after 10 minutes, please submit a Billing support ticket.

3. "Missing" Credits

Credits are allocated into specific "buckets" for different features.

• Running out of Mock Interview credits does not mean you are out of Resume Review credits.
• Go to Settings > Plan & Credits to view your exact balance across all features.
• If you believe credits were consumed due to a technical error (e.g., a session crashed immediately), please contact support.

4. Refund Requests & Cancellations

• You can cancel your subscription at any time by going to Settings > Plan & Credits or Settings > Danger Zone.
• For refund requests, double charges, or invoice issues, please submit a Billing support ticket via the Help menu. Our team will review your account history.