What this is
Troubleshooting guide for when you've paid but features appear locked or restricted.
Who this is for
- Users seeing "upgrade required" after paying - Workspace admins troubleshooting billing issues - Anyone experiencing access problems after payment
What you can do
- Identify common causes of payment-access sync issues - Try self-service fixes - Know when to contact support
Common causes and fixes
1. Payment processing delay Symptoms: Just paid, features still locked Fix: Wait 5-10 minutes and refresh. Card payments can take a few minutes to sync.
2. Wrong workspace selected Symptoms: Paid on one workspace, working in another Fix: Check workspace switcher in top-left. Each workspace has separate billing.
3. Payment failed silently Symptoms: Card declined but no clear error Fix: Check your email for payment failure notice. Update card in Settings → Billing.
4. Plan downgrade pending Symptoms: Downgraded but current period hasn't ended Fix: Features remain at old level until current billing period ends.
5. Add-on not enabled Symptoms: Paid for base plan but Deal Visibility/Discovery locked Fix: Add-ons are separate. Go to Settings → Billing → Add-ons.
6. Cache/session issue Symptoms: Everything should work but doesn't Fix: Sign out, clear browser cache, sign back in.
Self-service refresh
1. Go to Settings → Billing 2. Click "Refresh Billing Status" 3. Wait 30 seconds 4. Check if issue resolved
When to contact support
Contact us if: - Self-service refresh didn't work - You see charges on your card but no access - Issue persists more than 1 hour after payment - You need help understanding your invoice
Related links
- Pricing Plans Explained - Failed Payments and Grace Periods