Billing troubleshooting
Fixes for refused payments, credits that did not arrive, packs you cannot buy, a plan that lapsed or paused, and billing screens that do not load.
On this page
Payments
“Your last payment failed. Update your payment method to keep your plan.”
Why: your bank refused the payment, or the card expired. Your plan keeps working while Stripe tries again, for about three weeks.
Fix it: select Update the payment, or open Manage billing in Plan and billing…, and add a card that works. If nothing is paid by the end of the retries, the plan lapses.
The bank asks me to confirm the payment
Why: your bank wants you to approve this payment, as for many card payments in Europe.
Fix it: open the e-mail from iyedy about the payment and follow its link to the invoice, then confirm with your bank.
“The payment for the change has not gone through yet. Nothing changes until it is paid.”
Why: you moved to a higher plan, but its payment is not complete.
Fix it: select Settle the payment and pay the invoice. Your plan changes once it is paid.
“AI is paused on this account while a payment dispute is open.”
Why: a payment of the account is disputed with the bank.
Fix it: everything but the Assistant keeps working. The AI comes back when the dispute is closed in our favour. To settle it sooner, write to support@iyedy.com.
“Another billing request is being processed. Try again in a moment.”
Why: another change of the same account is still being processed, from another tab or another person.
Fix it: wait a moment, reload Plan and billing…, then try again.
Credits
My monthly credits did not arrive
Why: monthly credits arrive on your billing date, not on the first of the month, and only once that period's invoice is paid. A consumer who did not ask the service to start at once gets the first month's credits when the 14-day withdrawal period ends.
Fix it: check your renewal date and the last invoice in Plan and billing… If the invoice is unpaid, settle it; the credits follow. See Credits and credit packs.
I did not get my 300 welcome credits
Why: the welcome credits arrive when you enter the e-mail verification code. An address from a disposable e-mail service gets none.
Fix it: enter the code (see Sign-in problems), or sign up with a lasting address.
“AI credit packs can be bought once the subscription has started, not during the trial.”
Why: during a Pro free trial nothing is paid yet, so packs wait.
Fix it: buy the pack once the trial has ended and Pro has started. A Team in its trial can buy packs.
“Credit packs are for paying Pro and Pro+ subscribers.”
Why: packs are sold to Pro, Pro+ and Team. Free has its welcome credits; Enterprise credits are set by contract.
Fix it: on Free, upgrade to Pro. See Upgrade, change or cancel.
Plan state
“Your subscription has ended: diagrams are read-only until you resubscribe.”
Why: the payment failed until the end of the retries, or the plan ended. Everyone can still read and export; the Assistant stops.
Fix it: select Resubscribe in Plan and billing… Your diagrams are kept.
“The trial ended without a payment method: diagrams are read-only until you add one in Manage billing.”
Why: the 14-day Team trial ended and nobody added a payment method.
Fix it: an owner or billing administrator opens Manage billing and adds one. The team comes back with everything it had.
“This account is on an Enterprise contract. Contact your account manager to change it.”
Why: an Enterprise plan changes through its contract, not in the app.
Fix it: write to your account manager, or to contact@iyedy.com.
Still stuck?
Write to support@iyedy.com with the invoice number or the date of the payment, and the exact message. Never send your card number. See Contact support.
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