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Billing Issues

Troubleshooting payment failures, subscription questions, and seat management problems.

Payment Failed

Symptoms: You received an email about a failed payment or see a "past due" status on your billing page.

Solutions:

  1. Go to Settings > Billing and click Manage Plan to open the Stripe portal
  2. Update your payment method if your card has expired or been replaced
  3. Stripe automatically retries failed payments -- check back in a day or two
  4. Contact your bank if the card is valid but payments are being declined

Note

Your Outsprint account remains fully functional during payment retries. Access is only affected if payment fails repeatedly over an extended period.

Wrong Number of Seats

Symptoms: Your billing shows more or fewer seats than expected.

Solutions:

  1. Go to Settings > Team to see all active, invited, and deactivated users
  2. Seats are counted based on active users only (not pending invitations)
  3. If a user was recently deactivated, the seat reduction appears on your next invoice
  4. If a user was recently activated, the seat addition is prorated immediately

Cannot Access Billing Page

Symptoms: The billing page shows "Admin only" or is not visible.

Solutions:

  1. Billing settings are restricted to the Admin role
  2. Ask your team admin to check the billing page or make changes
  3. Non-admin users can see a read-only plan summary (plan name and seat count)

Invoice Questions

Symptoms: You need an invoice or have questions about a charge.

Solutions:

  1. Go to Settings > Billing and scroll to Recent Invoices
  2. Click View Invoice to open the full invoice with a detailed breakdown
  3. Download the invoice PDF from the Stripe portal
  4. Prorated charges appear when seats are added or removed mid-billing cycle

AI Overage Charges

Symptoms: You see an unexpected overage charge on your invoice.

Solutions:

  1. Go to Settings > Billing and check the AI Usage card
  2. Overage charges apply only after exceeding the AI query allowance for 3 consecutive months
  3. The allowance is 1,000 queries per seat per month
  4. Slash commands do not count toward the query allowance
  5. Check your usage trend to understand if the overage is a one-time spike or ongoing

Cancellation Issues

Symptoms: You cancelled but are still being charged, or you want to reactivate.

Solutions:

  1. Cancellation takes effect at the end of your current billing period -- you are not charged again
  2. To reactivate before the period ends, go to Settings > Billing and click Reactivate
  3. After the 30-day grace period, reactivation requires creating a new account

What's Next