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
- Click Update Payment Method
- Enter new or corrected card details
- Click Retry Payment
After Grace Period
If payment fails, you have a grace period:
- 7 days to resolve
- Account features limited after grace period
- Data preserved for 30 days
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 on all paid plans
Unexpected Charges
Identifying Charges
Check your charges:
- Go to Settings → Billing → Invoice History
- Click any invoice for details
- See 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 billing@zenovay.com
- Include invoice number
- Explain the issue
- We'll investigate and refund if warranted
Invoice Issues
Invoice Not Received
- Check spam/junk folder
- Verify billing email correct
- Go to Billing → Invoice History to download
- Request resend
Need Invoice for Tax
All invoices available:
- Go to Settings → Billing
- Click Invoice History
- Download any invoice as PDF
Update Invoice Details
Change billing information:
- Go to Settings → Billing
- Click Billing Information
- Update company name, address, VAT ID
- Save changes
Note: Changes apply to future invoices only.
VAT/Tax Issues
Add VAT ID:
- Go to Billing → Billing Information
- Enter VAT ID
- EU business? VAT may be exempt
Wrong tax charged?
- Provide valid VAT ID before payment
- Contact billing for 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 billing@zenovay.com with:
- Invoice number
- Reason for refund request
- Account email
Processing time: 5-10 business days
Cancellation Issues
Can't Cancel
If cancellation button missing:
- You may be on a free plan
- Enterprise contracts require notice
- Contact support for assistance
Cancelled But Still Charged
If charged after cancellation:
- Verify cancellation confirmed
- Check cancellation date (end of period)
- Contact billing with confirmation
Data After Cancellation
After cancellation:
- Access continues until period ends
- Data deleted 30 days after period ends
- Export data before it's gone
Account Status
Account Suspended
Payment related:
- Payment failed multiple times
- Update payment method
- Pay outstanding balance
Other reasons:
- Terms of service violation
- Contact support for details
Account Frozen
Frozen usually means:
- Payment issue
- Security concern
- Compliance review
Contact support to resolve.
Enterprise Billing
Invoice Payment
Enterprise can pay by invoice:
- Request invoice payment in 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
Wrong Currency
Default currency based on location. To change:
- Contact billing before next invoice
- Currency changes apply to new period
Exchange Rate Questions
- Charged in USD by default
- Your bank converts to local currency
- Exchange rate is your bank's rate
Tax Exemption
Non-Profit Discount
Eligible non-profits get 50% off:
- Email sales@zenovay.com
- Provide non-profit documentation
- Receive discount code
Government/Education
Special pricing available:
- Contact sales for quote
- Provide organization details
- May require procurement process
Quick Fixes
| Issue | Quick Fix |
|---|---|
| Card declined | Try different card |
| Missing invoice | Download from Billing |
| Wrong charge | Email billing |
| Can't upgrade | Update payment first |
| Need refund | Email within 30 days |
Contact Billing
Email: billing@zenovay.com
Include:
- Account email
- Invoice number (if applicable)
- Description of issue
Response time:
- Standard: 24 hours
- Urgent (service affected): 4 hours