Billing Issues

Resolve common billing, payment, and subscription issues with your Zenovay account.

Payment Failed

Why Payments Fail

Reason	Solution
Card expired	Update card
Insufficient funds	Add funds or new card
Bank declined	Contact bank or use different card
Wrong card details	Re-enter card info
3D Secure failed	Complete authentication

Fix Failed Payment

Go to Settings → Billing → Payment
On your default payment method, click Update
Enter new or corrected card details
Save — Zenovay automatically retries the outstanding payment

Grace Period

If a payment fails, your subscription enters a 14-day grace period:

Days 1–7: Full access continues, with email reminders to update your payment method
Days 8–13: Read-only mode — you can still view your dashboards and export your data, but paid features are limited
Day 14: The account is automatically downgraded to the Free plan

Updating your payment method during the grace period restores full access. After a downgrade, your data is retained under the Free plan's retention window (1 year) — upgrade again at any time to restore paid features.

Card Declined

Common Causes

Expired card - Check expiry date
Incorrect CVV - Re-enter security code
International block - Some banks block foreign transactions
Fraud protection - Bank flagged transaction

Solutions

Try different card
- Credit, debit, or prepaid
- Different card network (Visa, Mastercard)
Contact your bank
- Authorize the transaction
- Unblock international payments
- Remove fraud hold
Use PayPal
- Alternative payment method
- Available at checkout on paid plans

Unexpected Charges

Identifying Charges

Check your charges:

Go to Settings → Billing → Invoices
Click any invoice to download the PDF
Review the line items for what was charged

Common Charge Types

Charge	Description
Monthly/Annual	Regular subscription
Overage	Usage above plan limit
Upgrade	Plan change
Pro-rated	Partial month charge
Add-on	Extra features

Dispute a Charge

If charge is incorrect:

Email [email protected]
Include invoice number
Explain the issue
We'll investigate and refund if warranted

Invoice Issues

Invoice Not Received

Check spam/junk folder
Verify your billing email is correct under Settings → Billing → Details
Go to Settings → Billing → Invoices to download any invoice
Request a resend from [email protected]

Need Invoice for Tax

All invoices are available to download:

Go to Settings → Billing → Invoices
Click any invoice to download it as a PDF

Update Billing Email

To change the address invoices are sent to:

Go to Settings → Billing → Details
Update your billing email
Save changes

Note: Changes apply to future invoices only.

VAT/Tax Details

Tax details (VAT ID, company name, and billing address) are managed in Stripe's secure billing portal:

Go to Settings → Billing → Payment and open the billing portal, or use the portal link from any invoice email
Update your tax ID and billing address there
EU business? Adding a valid VAT ID may make your invoices VAT-exempt

Wrong tax charged?

Add a valid VAT ID before your next payment
Contact [email protected] for an adjustment

Subscription Problems

Can't Upgrade

If upgrade fails:

Check payment method valid
Try different card
Contact support with error message

Can't Downgrade

Downgrade restrictions:

Wait until current period ends
Remove users/websites above new plan limit
Cancel add-ons first

Subscription Not Activating

After payment:

Refresh the page
Log out and back in
Wait 5 minutes for processing
Contact support if still inactive

Refunds

Refund Policy

Annual plans: Pro-rated refund within 30 days
Monthly plans: No refund for current month
Overages: Refunded if our error

Request Refund

Email [email protected] with:

Invoice number
Reason for refund request
Account email

Processing time: 5-10 business days

Cancellation Issues

Can't Cancel

If you can't find the cancel option:

You may already be on the Free plan (nothing to cancel)
Enterprise contracts require notice — contact your account manager
To cancel a paid plan, go to Settings → Billing → Cancel

Cancelled But Still Charged

If charged after cancellation:

Verify cancellation confirmed
Check cancellation date (cancellation takes effect at the end of the billing period)
Contact [email protected] with your confirmation

Data After Cancellation

After cancellation:

Paid access continues until the end of the current billing period
At period end your account downgrades to the Free plan
Your data is retained under the Free plan's retention window (1 year)
Export your data anytime from your dashboard before downgrading

Account Status

Account Limited After Failed Payment

If paid features stop working after a failed payment, you're likely in the grace period:

Go to Settings → Billing → Payment and update your payment method
Zenovay retries the outstanding payment automatically
Full access is restored once payment succeeds

See Grace Period above for the full timeline.

Other Account Holds

If your account is on hold for a non-payment reason (for example a security or compliance review), contact [email protected] for details.

Enterprise Billing

Invoice Payment

Enterprise can pay by invoice:

Request invoice payment in your contract
Receive invoice via email
Pay within terms (Net 30 typical)

Multiple Invoices

Consolidate billing:

Contact your account manager
Set up consolidated billing
Single invoice for all entities

Custom Terms

Enterprise custom billing:

Quarterly/annual payment
Custom payment terms
Wire transfer available

Currency Issues

Currency

Plans are priced and charged in USD
Your bank converts to your local currency
The exchange rate applied is your bank's rate

Quick Fixes

Issue	Quick Fix
Card declined	Try different card
Missing invoice	Download from Billing → Invoices
Wrong charge	Email billing
Can't upgrade	Update payment first
Need refund	Email within 30 days

Contact Billing

Email: [email protected]

Include:

Account email
Invoice number (if applicable)
Description of issue

Response time:

Standard: 24 hours
Urgent (service affected): 4 hours