Resolve payment problems and find billing records

Check the existing payment before trying checkout again. This helps avoid creating duplicate purchase attempts.

1. Open Billing and check the current plan and credit balance.
2. Review the payment or purchase record and its status.
3. If the payment is still pending, wait for its recorded outcome.
4. If it failed, check the payment method and purchase limit before retrying.
5. If money was charged but the account has not updated, contact support with the purchase reference, amount, currency and time.

Do not send a complete card number, security code, password or access token. A purchase reference and the visible status are more useful for locating the transaction.

Common causes

What you see	What to check
Top-up amount rejected	The $5–$500 range and your account’s current purchase tier.
Available purchase capacity is lower	Lifetime net purchases, refunds and live reservations.
Plan access did not update	The recorded payment outcome and intended organization entity.
Credit usage differs from an estimate	The completed work and actual recorded usage.

Read top-up limits and AI costs. Support and contracting-party details are in Company Information. The Terms govern payments.