Billing and Payment Troubleshooting

Last updated: April 18, 2026

Having trouble with payments, invoices, or subscription status? This guide covers the most common billing issues and how to resolve them.

Prerequisites

  • An active Wevion account
  • Access to your billing page (Billing in the left sidebar)

Common Issues and Solutions

1. "Subscription is read-only" — Cannot Create or Edit Campaigns

Symptoms:

  • A banner at the top says your account is in read-only mode
  • You cannot create, edit, or publish campaigns
  • All data is visible but write operations are blocked

Possible causes and solutions:

Cause A: Payment Failed

The read-only banner will display: "Your payment has failed. Please update your payment method."

Solution:

  1. Navigate to Billing
  2. Click Manage to open the Stripe Customer Portal
  3. Update your payment method (add a new card or fix the existing one)
  4. Stripe will automatically retry the failed payment
  5. Once the payment succeeds, read-only mode is lifted within minutes

Cause B: Spend Cap Exceeded

The banner will display: "You have exceeded your plan's spend limit."

Solution:

  1. Navigate to Billing > Usage to see your current spend percentage
  2. If you've exceeded 110% of your cap, either:
  3. Read-only mode lifts automatically once spend drops below the threshold

Cause C: Subscription Canceled or Expired

The banner will display: "Your subscription has expired."

Solution:

  1. Navigate to Billing
  2. Click Choose a Plan or the equivalent button to start a new subscription
  3. Select your preferred plan and complete the Stripe Checkout process
  4. Your account will be reactivated immediately

Cause D: Trial Expired

Solution:

  1. Navigate to Billing
  2. Your trial has ended — you need to add a payment method
  3. Click Choose a Plan and complete checkout
  4. Your data is preserved; access is restored once the subscription is active

Cause E: Admin Suspended

The banner will display: "Your account has been suspended by the administrator."

Solution: Contact support at support@wevion.ai — only a platform administrator can remove this suspension.

2. Payment Failed — Card Declined

Symptoms:

  • You received an email: "Payment Failed"
  • The billing page shows "Past Due" status
  • Stripe charged your card but it was declined

Common reasons for card decline:

  • Insufficient funds
  • Card expired
  • Bank blocked the international transaction (Stripe processes from the US/EU)
  • Incorrect card details

Solution:

  1. Navigate to Billing > Manage to open the Stripe Portal
  2. Verify your card details:
    • Card number is correct
    • Expiry date hasn't passed
    • CVV is correct
    • Billing address matches the card
  3. If the card is valid, contact your bank to:
    • Allow international transactions
    • Whitelist Stripe payments
    • Increase your spending limit
  4. Add an alternative payment method if the issue persists
  5. Stripe will retry the payment automatically. You can also trigger a retry from the portal.

3. Cannot Find My Invoices

Solution:

  1. Navigate to Billing
  2. Scroll to the Payment History section
  3. Each payment shows a link to download the invoice PDF
  4. Click the invoice link to download or view it

If the Payment History section is empty:

  • You may still be in the trial period (no invoices generated yet)
  • Invoices are generated after the first successful payment

For older invoices or missing ones:

  1. Click Manage to open the Stripe Customer Portal
  2. Go to Invoice History in the portal
  3. All historical invoices are available for download

4. Charged the Wrong Amount

Symptoms:

  • The invoice amount doesn't match your expected plan price
  • Unexpected charges appear

Possible explanations:

  • Proration: If you recently changed plans, Stripe calculates a prorated amount for the remaining billing period
  • Extra user slots: Each additional team member slot is €99/month (see Adding Extra Team Member Slots)
  • Tax/VAT: Depending on your location, VAT may be added to the base price
  • Annual vs. monthly: Verify you're on the billing interval you intended

Solution:

  1. Navigate to Billing > Payment History
  2. Click on the specific invoice to see the line-item breakdown
  3. If the charge is still unclear, contact support with the invoice ID

5. Cannot Upgrade or Change Plan — "Cooldown Active"

Symptoms:

  • The Change Plan button shows "Next plan change available on [date]"
  • You cannot switch to a different plan

Cause: Wevion enforces a 30-day cooldown between plan changes.

Solution:

  1. Note the date when the cooldown expires
  2. Wait until that date to make the change
  3. If you have an urgent need, contact support to discuss options

6. Trial Ended but I Wasn't Charged

Symptoms:

  • Your trial expired
  • No payment was taken
  • Account is in read-only mode

Cause: If you didn't add a payment method during checkout, Stripe cannot charge you when the trial ends.

Solution:

  1. Navigate to Billing
  2. Click Choose a Plan
  3. Complete the Stripe Checkout with a valid payment method
  4. Your subscription will start immediately (no new trial)

7. Want to Cancel but Can't Find the Button

Solution:

  1. Navigate to Billing
  2. Look for the Cancel Plan button (usually below your current plan details)
  3. Click it and confirm the cancellation
  4. Your access continues until the end of the current billing period
  5. See Canceling Your Subscription for full details

8. Canceled by Mistake — Want to Reactivate

Symptoms:

  • You canceled your subscription
  • You want to undo the cancellation before the period ends

Solution: If your subscription is set to cancel at the end of the billing period, you can reactivate it from the Billing page before the cancellation takes effect.

  1. Navigate to Billing
  2. If the cancellation is pending (not yet effective), look for the Reactivate button
  3. Click Reactivate to restore your subscription

Options and Configuration

Action Where
Update payment method Billing > Manage (Stripe Portal)
View invoices Billing > Payment History
Change plan Billing > Change Plan
Cancel subscription Billing > Cancel Plan
Check usage Billing > Usage

FAQ

Is my data safe if my subscription lapses? Yes. Your data (campaigns, ad accounts, reports, team members) is preserved even if your subscription expires or is canceled. You can resubscribe at any time and pick up where you left off.

Can I get a refund? Wevion does not offer partial refunds for unused billing periods. If you believe you were incorrectly charged, contact support with your invoice details.

What payment methods are accepted? Credit cards (Visa, Mastercard, American Express), debit cards, and SEPA direct debit for European customers. All payments are processed securely through Stripe.

Why do I see a $1 or €1 charge? This is a temporary authorization hold from Stripe to verify your card. It's not an actual charge and will disappear from your statement within a few days.

Can I pay annually instead of monthly? Yes. You can switch to annual billing by changing your plan (even to the same plan with an annual interval). Note: this counts as a plan change and is subject to the 30-day cooldown.

Related Articles