Subscription and Billing Troubleshooting

This guide helps you resolve common subscription and billing issues.

Payment Failed

If your payment did not go through:

1. Go to My Subscription in your account settings.
2. Click Manage Billing to open the Stripe billing portal.
3. Update your payment method with a valid card.
4. Retry the payment or wait for the next automatic retry.

Common reasons payments fail:

• Expired credit or debit card
• Insufficient funds
• Card issuer declined the transaction
• Incorrect billing details

Features Not Available

If you cannot access a feature you expect to have:

• Check your current plan — Go to My Subscription to see which plan you are on. Some features require the Cracking or Hatched plan.
• Verify your payment is active — If your last payment failed, your subscription may have been paused.
• Trial may have expired — If you were on the 7-day free trial and it has ended, you will need to subscribe to continue using premium features.

Free Trial Questions

• The trial lasts 7 days from the date you created your account.
• No credit card is required for the trial.
• When the trial ends, you automatically move to the Egg (free) plan.
• All data you entered during the trial is preserved. If you subscribe later, you will regain access to everything.

Cannot Access Billing Portal

The billing portal requires you to verify your identity with your current password (and 2FA if enabled). If you are having trouble:

• Make sure you are logged in to the correct account.
• Complete any 2FA prompts.
• If you still cannot access it, contact support for assistance.

Cancelling Your Subscription

You can cancel your subscription at any time from the billing portal. When you cancel:

• You retain access to paid features until the end of your current billing period.
• After the billing period ends, your account reverts to the Egg (free) plan.
• Your data is never deleted — you simply lose access to premium features until you resubscribe.