Payment and Billing Problems

Payment Failed

Common Causes

Payment failures typically happen due to:

1. Insufficient funds: Not enough balance on card
2. Expired card: Card has passed its expiration date
3. Incorrect details: Typo in card number, CVV, or expiration
4. Bank block: Your bank declined the transaction
5. International transaction block: Card doesn’t allow international charges
6. Daily limit exceeded: You’ve hit your card’s daily spending limit

How to Fix

Step 1: Check Your Card Details

1. Go to Subscription settings
2. Click Manage Billing
3. Verify your card information:
   • Card number is correct
   • Expiration date hasn’t passed
   • CVV matches your card
   • Billing address matches your bank records

Step 2: Try the Payment Again

1. Click Retry Payment if available
2. Or update your card and try subscribing again

Step 3: Contact Your Bank

If details are correct but payment still fails:

1. Call your bank’s customer service
2. Ask if they blocked a transaction from “SnapGlyph” or “Stripe”
3. Request they allow the charge
4. Try the payment again

Step 4: Try a Different Card

If your primary card won’t work:

1. Use a different credit or debit card
2. Or try a different payment method

Subscription Shows “Past Due”

What This Means

Your subscription payment failed, and we’re in a retry period.

What Happens

1. Day 1: Payment fails, you’re notified via email
2. Day 3: First retry attempt
3. Day 8: Second retry attempt
4. Day 11: Third retry attempt
5. Day 14: If still failing, subscription suspended

How to Fix

1. Update your payment method immediately
2. Go to Subscription → Manage Billing
3. Add a working payment method
4. The next retry will succeed

During Past Due Period

• Your account remains active
• All features continue working
• Fix payment to avoid suspension

Subscription Suspended

Why This Happens

After multiple failed payment attempts, your subscription is suspended.

Impact

• You can’t create new QR codes
• Existing QR codes continue to work (with tracking)
• You can’t access premium features
• Team features are disabled

How to Reactivate

1. Log in to your account
2. Go to Subscription settings
3. Update your payment method
4. Click Reactivate Subscription
5. Payment is processed immediately
6. Full access is restored

Charged Incorrect Amount

Check Your Invoice

1. Go to Subscription → Manage Billing
2. View your recent invoices
3. Compare the amount to your plan price

Common Explanations

Prorated charges: If you upgraded mid-cycle, you were charged the difference for the remaining period.

Annual to monthly: Annual plans cost more per month than monthly plans.

Currency conversion: Your bank may apply exchange rate fees.

If Still Incorrect

1. Note the invoice number and date
2. Contact support with details
3. We’ll investigate and correct any errors

Double Charged

Verify the Charges

1. Check your billing history in SnapGlyph
2. Compare with your bank statement
3. Note dates and amounts of each charge

Common Causes

• Upgrade + regular billing: You upgraded and paid prorated amount, then regular billing occurred
• Failed + successful: Initial failure, then successful retry
• Duplicate subscription: Accidentally created two accounts

Getting a Refund

If legitimately double-charged:

1. Contact support immediately
2. Provide invoice numbers for both charges
3. We’ll refund the duplicate charge within 5-10 business days

Refund Requests

Eligible for Refund

• Within 7 days of initial subscription
• Duplicate charges
• Service issues that prevented use
• Billing errors on our part

Not Eligible for Refund

• Used the service for more than 7 days
• Partial month when canceling mid-cycle
• Forgetting to cancel before renewal
• Plan features not meeting expectations (if accurately described)

How to Request

1. Go to /support
2. Select “Billing Issue”
3. Include:
   • Invoice number
   • Amount in question
   • Reason for refund request
4. We respond within 24-48 hours

Refund Processing

• Refunds take 5-10 business days
• Appears on the original payment method
• You’ll receive email confirmation

Invoice Questions

Downloading Invoices

1. Go to Subscription → Manage Billing
2. Find the invoice in billing history
3. Click to download PDF

Invoice Information

Each invoice includes:

• Invoice number and date
• Your organization name
• Subscription plan and period
• Amount charged
• Payment method (last 4 digits)

Need a Different Format?

Contact support if you need:

• Modified invoice format
• Additional business details added
• Consolidated invoices

Payment Methods

Supported Methods

• Visa
• Mastercard
• American Express
• Discover
• Most debit cards

Adding a Payment Method

1. Go to Subscription → Manage Billing
2. Click Add Payment Method
3. Enter card details
4. Click Save

Changing Default Payment

1. Go to billing portal
2. Add new payment method
3. Set it as default
4. Remove old method if desired

Removing a Payment Method

• You must have at least one payment method while subscribed
• Add a new method before removing the old one

International Payments

Currency

All prices are in USD. Your bank converts at their exchange rate.

International Cards

Most international Visa and Mastercard work fine. If declined:

1. Check if your card allows international transactions
2. Contact your bank to enable international charges
3. Some banks require advance notice for international payments

Additional Fees

Your bank may charge:

• Foreign transaction fees (typically 1-3%)
• Currency conversion fees

These are from your bank, not SnapGlyph.

Contact Billing Support

For billing issues:

1. Email: support@snapglyph.com
2. Include your account email
3. Reference invoice numbers when applicable
4. Describe the issue clearly

Response time: Within 24 hours for billing issues

Next Steps

• Manage your subscription
• Upgrade your plan
• Contact support