Billing troubleshooting

Start from the affected project's Billing page. It is the source of truth for the project's effective plan, access, scheduled change, balances, capacity, and provider-confirmed warnings.

1. Check the selected project and your roleSubscriptions and permissions are project-scoped.

   Owners and admins can take billing actions. Members can review the permitted summary but cannot change an offering or payment method.
2. Read the exact Billing statusDo not infer a result from checkout navigation.

   A confirming state needs provider processing; a failed or abandoned checkout grants nothing. A scheduled cancellation or downgrade is not already effective.
3. Choose the correct ownerUse payment support for payment issues and Chat4U support for product issues.

   Use Paddle receipt, management, or support paths for payment, invoice, tax, refund, dispute, or cancellation handling. Email support@chat4u.ai for access, entitlement, project scope, or technical help.

Common outcomes

• Checkout closed or declined: no plan or trial is activated. Return to Billing and begin a new eligible checkout only when the previous attempt is terminal.
• Plan looks unchanged after checkout: Billing continues checking verified provider status automatically. Do not make a duplicate purchase while it is confirming.
• A paid action is unavailable: confirm that the base contract is effective, the project is correct, and any pack or capacity purchase is verified for that project.
• You cannot open a management link: sign in with an owner or admin account and open Billing again. Never forward the link to another person.
• Renewal is past due: read the fixed recovery deadline in Billing, update the payment method through Paddle, and return to Billing. Repeated warnings do not extend the deadline.
• The recovery deadline passed: paid actions remain unavailable until canonical payment recovery or a new eligible subscription is verified. Existing records are retained.
• Subscription appears paused or cancelled: use Billing for the effective access state. Customer pause/resume controls are not offered; payment-state questions go to Paddle and product-access questions go to Chat4U.
• A refund or chargeback was completed: base-plan reversals end paid access immediately; consumable refunds remove only unused units; capacity adjustments affect the separate capacity contract.
• Only part of a purchase was adjusted: Chat4U does not infer time or units from an amount. The adjustment remains under review until it can be attributed safely.
• A cancellation is scheduled: paid active access continues until the displayed boundary. A cancelled trial is different and ends after Paddle confirms the immediate cancellation.
• Purchased capacity is under review: new knowledge growth is blocked while retained content remains available for selection. Complete the capacity review rather than creating a duplicate purchase.

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