Top 10 billing issues with cause and fix — declined cards, stuck past_due, missing invoices, wrong VAT, plan change cooldown, more.

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. Trial ended and I'm on a limited plan — what now?

Symptom: Day 14 hit and your access is reduced.

Cause: What happens at trial end depends on the payment method. With a card on file (the normal case, since checkout collects one at trial start), Stripe charges it and your plan starts automatically. With no card on file, the trial cancels cleanly and the account drops to the Free plan (a usable, capped tier), not a hard lockout.

Fix:

• Open Settings → Team → Billing
• Pick a paid plan and complete checkout (see acc-102)
• Full access restores within 30-60 seconds; all your data is intact

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).

FAQ

Why was my card declined on Wevion?

A card declines at Wevion checkout or renewal usually because it expired, a 3DS/SCA challenge was missed, funds were insufficient, or your bank flagged the charge as suspicious. Open the Stripe Customer Portal via Settings → Team → Billing → Manage billing in Stripe and update or add a card; Stripe retries immediately. If the bank flagged it, authorize "Wevion" or "Stripe" as a recurring merchant.

My Wevion subscription still shows past_due after I paid — why?

This is almost always a Stripe webhook delay, usually 30-60 seconds and occasionally up to 5 minutes. Refresh /settings/team/billing after 60 seconds and the red banner should clear once the successful charge syncs. If it's still red after 5 minutes, contact support@wevion.ai with your Stripe customer ID.

Why is the downgrade button disabled in Wevion?

The downgrade button is greyed out because a plan-change cooldown is active — after a recent plan change, downgrades are blocked for a window to prevent thrashing. Hover the button to see the date downgrade is allowed. You can wait until that date or contact support@wevion.ai if the change is business-critical.

Why is my invoice missing from Wevion billing?

If you got a Stripe receipt email but the invoice isn't under Settings → Team → Billing → Invoices, it's usually the same webhook delay, or rarely a webhook failure. Wait 5 minutes and refresh; the Stripe Customer Portal is the authoritative source in the meantime. If it never appears in Wevion after an hour, contact support.

When should I contact Wevion support about billing?

Contact support@wevion.ai when your issue isn't on this troubleshooting list, a listed fix didn't work, you're requesting a refund or account deletion, or you suspect a Wevion bug like mismatched math or a wrong status. Include your Stripe customer ID, affected invoice numbers, the UI page path, and the exact error text. Typical response is 1-2 business days.

Related articles

• What happens after a failed payment
• Manage payment methods
• Find your invoices and receipts