Billing & payment troubleshooting

Last updated: May 19, 2026

Billing & payment troubleshooting

Quick-fix reference for the 10 most common billing issues. Each entry has the symptom, the cause, and the fastest path to resolution. For anything not listed here, contact support@wevion.ai with the invoice or customer ID.

Who is this for

Admins, owners, and finance hitting a billing snag and wanting an answer fast. Bookmark this page.

1. Card declined at checkout or renewal

Symptom: Stripe Checkout shows "Card declined" or your renewal email says "payment failed".

Causes:

  • Card expired

  • 3DS / SCA challenge missed

  • Insufficient funds

  • Bank flagged the charge as suspicious

Fix: Open the Stripe Customer Portal (Settings → Team → Billing → Manage billing in Stripe), update the card or add a new one. Stripe retries the failed charge immediately. If your bank flagged the charge, call them and authorize "Wevion" / "Stripe" as a recurring merchant.

See what happens after a failed payment for full Smart Retries detail.

2. Subscription stuck on past_due after I paid

Symptom: You updated the card and Stripe shows the new charge as successful, but Wevion still shows the red banner.

Cause: Stripe webhook delay (usually 30-60s, occasionally up to 5 min).

Fix: Refresh /settings/team/billing after 60 seconds. If still red after 5 minutes, contact support with your Stripe customer ID.

3. Invoice missing from /payments

Symptom: You see a Stripe receipt email but the invoice doesn't appear in Settings → Team → Billing → Invoices.

Cause: Same webhook delay as above, or in rare cases a webhook failure.

Fix:

  • Wait 5 minutes and refresh

  • If still missing, open Stripe Customer Portal (authoritative source)

  • Contact support if it never shows in Wevion after an hour

4. VAT not applied or wrong rate on invoice

Symptom: Invoice shows full VAT despite valid VAT number, or wrong country tax rate.

Causes:

  • VAT number not entered in Stripe Portal

  • VAT number entered but failed VIES verification (typo, format)

  • Billing address country doesn't match VAT country

  • Set the VAT after the invoice was issued (invoices are immutable)

Fix: Open Stripe Customer Portal → Billing details → verify the VAT number is shown as verified. If unverified, re-enter (try with and without country prefix). Changes apply to next invoice; for historical correction request a credit note + reissue via support.

See VAT, tax ID, billing address.

5. "Downgrade" button is disabled

Symptom: You want to switch from Pro to Starter but the button is greyed out.

Cause: Plan-change cooldown active. After a recent plan change, downgrades are blocked for a cooldown window to prevent thrashing.

Fix:

  • Hover the button — it shows the date when downgrade is allowed

  • GET /api/v1/billing/plan-change-cooldown returns can_change: false, next_change_at: <ISO>

  • Wait until the date, or contact support if business-critical

See upgrade or downgrade your plan.

6. Extra-seat add-on charged twice

Symptom: You bought 2 extra seats mid-cycle and see two charges close together.

Cause: Not a duplicate — the first charge is the prorated amount for the remaining days in the current cycle. The second (at next renewal date) is the full monthly extra-seat charge for the next full cycle. Both are correct.

Fix: Verify on invoice line items. If the math still looks off, contact support with both invoice IDs for a sanity check.

See billing cycle and prorations.

7. Wrong currency on invoice

Symptom: Subscription was created in EUR but you want USD (or vice versa).

Cause: Stripe sets the currency at first subscription based on signup region. Cannot be changed in the portal post-signup.

Fix: Currency change requires:

  1. Cancel current subscription (loses prepaid days, no refund)

  2. Resubscribe under desired currency (region detected from new billing address)

OR contact Sales for a managed currency switch on Enterprise contracts.

8. Stripe email (receipts, payment failed) not arriving

Symptom: You expect a Stripe receipt or payment-failed email and don't get it.

Causes:

  • Email in spam

  • Email blocklist for noreply@stripe.com

  • Billing email on file is wrong / typo

Fix:

  • Check spam, whitelist noreply@stripe.com

  • Verify the billing email in Stripe Portal → Billing details

  • Add additional receipt recipients (e.g. your accountant) in the portal

See find your invoices and receipts for multiple recipient setup.

9. "Cannot purchase extra slots: subscription is not active"

Symptom: You try to add extra seats and get this error.

Cause: Subscription is in past_due, unpaid, or canceled status. Extra slots require active or trialing.

Fix:

  • Resolve the payment issue first (see acc-115)

  • After subscription returns to active, retry the extra-slot purchase

10. Workspace went read-only after trial — what now?

Symptom: Day 14 hit, you didn't subscribe, now everything is greyed out.

Cause: Trial ended without subscription. Workspace is in the 30-day read-only window.

Fix:

  • Open Settings → Team → Billing

  • Pick a plan and complete checkout (see acc-102)

  • Full access restores within 30-60 seconds

  • All data intact (no loss during read-only)

If you're past 30 days, you can still subscribe — data may have been deleted. Contact support before assuming recovery is possible.

See what happens when your trial ends.

When to contact support

Use support@wevion.ai when:

  • An issue isn't on this list

  • A fix above didn't work

  • You're requesting a refund (see acc-116)

  • You're requesting account deletion (see acc-117)

  • You suspect a Wevion bug (mismatched math, wrong status, missing data)

Include in your email:

  • Your Stripe customer ID (find at Stripe Customer Portal)

  • Affected invoice numbers

  • A clear description of where in the UI the issue occurs (page path + section)

  • Exact error message text (copy-paste, don't paraphrase)

  • Browser + OS if it's a UI issue

Typical response time: 1-2 business days for billing (priority on Pro and Enterprise plans).

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