> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kaptured.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment Troubleshooting

> Failed payments, an ended subscription, missing credits and other billing problems.

Something wrong with a payment or your plan? Find your situation below.

## Common problems

1. **My renewal payment failed.**
   Your plan stays on for now, but **your monthly credits aren't added** until the payment goes through.
   **✅ Solution:** Click **Manage billing** and update your card. Stripe retries the payment automatically.

2. **Every page sends me to Billing & Plans.**
   Your subscription has ended, either because you cancelled or because payments kept failing. You'll see "Your subscription has ended. Your remaining credit balance is safe."
   **✅ Solution:** Choose a plan to reactivate your workspace. Your credits, products and customers are all still there.

3. **I paid but my credits haven't arrived.**
   Credits are usually added within a minute of payment.
   **✅ Solution:** Refresh **Billing & Plans**. If they're still missing after a few minutes, contact us with the time of payment.

4. **"Checkout cancelled. No changes were made."**
   You left the Stripe checkout page before paying.
   **✅ Solution:** Nothing was charged. Pick your plan again when you're ready.

5. **"You're already on this plan."**
   **✅ Solution:** Pick a different plan, or use the **Yearly** / **Monthly** switch.

6. **"No billing account yet. Choose a plan first."**
   You clicked **Manage billing** before subscribing.
   **✅ Solution:** Choose a plan first. **Manage billing** works once you've paid once.

7. **"Online checkout is currently disabled for your account."**
   Your account is billed directly by our team.
   **✅ Solution:** Click any plan or top-up and we'll set it up with you over WhatsApp.

8. **My top-up credits disappeared.**
   Top-up credits expire 90 days after purchase.
   **✅ Solution:** Check **Usage history** for an expiry entry. See [How Credits Work](/subscription-and-billing/credits-explained).

9. **My credits dropped at the start of the month.**
   Unused plan credits don't roll over; your balance is reset to the new month's allowance.
   **✅ Solution:** This is expected. Top-ups aren't affected.

## Q: Is tax included?

Prices are shown in US dollars before any applicable taxes.

## Still not resolved?

Click **Talk to sales** on **Billing & Plans** (WhatsApp), or email [aarushi@kaptured.ai](mailto:aarushi@kaptured.ai). Include your account email and the date of the payment.

## Related articles

* [Managing Your Subscription](/subscription-and-billing/subscription-management)
* [How Credits Work](/subscription-and-billing/credits-explained)
* [Pricing Plans](/subscription-and-billing/pricing-plans)