Troubleshooting: Payment and Subscription related issues

In this article:

  1. I am still on the Free Plan after upgrading
  2. My payment failed. What should I do?
  3. I think I was charged the wrong amount. What should I do?
  4. No Trial Period Upon Sign-Up


I am still on the Free Plan after upgrading

After upgrading, your account should be switched immediately to the plan you paid for. In any case you still appear to be on the Free Plan, it can be due to certain scenarios which are explained below and the corresponding troubleshooting that you can do.

1. Cached settings
Web browsers use cookies and cache to maintain consistent settings across sessions. Subscription status may be cached and not updated after an upgrade. Try to hard refresh your browser or clear your cache.
Follow the instructions here on how to hard refresh or clear the cache on your browser.
2. You are logged into a different account
If you are using a different device than the one you originally used to update, it's common to accidentally create another account. This can result in not being logged in with the same account that you subscribed to.
Follow the instructions here to check if you have duplicate/ multiple accounts.


My Payment failed. What should I do?

There are a couple of reasons why your credit card may have failed, some simple fixes to check:

  1. Is the expiry date up to date in the system? You can add or delete cards in your Subscription & Billing section. You may check this article on how to update your credit card.
  2. Try re-entering the card, sometimes you may have entered incorrect numbers and the system only detected this when it went to process the payment. An incorrect number entered can also be due to a faulty key/s on your keyboard.
  3. Try using an alternative card if available. Please note that we only accept VISA, Mastercard, American Express (AMEX), China UnionPay (CUP) and Japan Credit Bureau (JCB)
  4. Contact your bank to ensure that nothing is wrong from their end.


I think I was charged the wrong amount, what should I do?

Kindly coordinate with us immediately through this contact form or send a direct email to

To expedite validating your payment, please include the following details:

  1. The last 4-digits of the card used
  2. Provide the date the transaction was made; or
  3. Get your invoice number and view the details by following the instructions here.


No Free Trial Period Upon Sign-up

We allocate one free trial per unique email address on signup. Note that you can use your email for one account only and you won't be able to get another trial by deleting-then-creating another account.


Still have questions or need further assistance?

Don't hesitate to contact our support team through our support contact form or email us directly at We're here to ensure you have the best experience possible.



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