Payment and Billing Issues

Having trouble with payments, subscriptions, or billing? This guide will help you resolve common payment issues and manage your FeatureShark subscription.

Common Payment Problems

Payment Failed or Declined

Credit card payment not going through:

1. Check card details

   • Verify card number, expiry date, and CVV are correct
   • Ensure billing address matches your card's registered address
   • Check if your card is expired or approaching expiry

2. Insufficient funds

   • Verify your account has adequate balance
   • Check if you're at or near your credit limit
   • Contact your bank if you suspect the card should work

3. Bank security measures

   • Your bank might be blocking international transactions
   • Call your bank to authorize FeatureShark payments
   • Ask them to whitelist our payment processor

4. Card restrictions

   • Some cards don't allow recurring payments
   • Corporate cards might have spending restrictions
   • Try a different payment method

Subscription Not Activating

Paid but features still locked:

1. Check payment confirmation

   • Look for a payment confirmation email
   • Verify the payment went through in your bank statement
   • Check spam folder for FeatureShark emails

2. Account synchronization delay

   • Payments can take 5-10 minutes to process
   • Log out and log back in to refresh your account
   • Contact support if it's been over an hour

3. Wrong account

   • Ensure you paid using the same email as your FeatureShark account
   • Check if you accidentally created a duplicate account
   • Contact support to merge accounts if needed

Billing Discrepancies

Unexpected Charges

Charged more than expected:

1. Review your plan details

   • Check if you upgraded during the billing period
   • Pro-rated charges apply for mid-cycle upgrades
   • Additional users are billed proportionally

2. Check for add-ons

   • Extra storage, API calls, or premium features
   • Team member additions beyond your plan limit
   • Review your account settings for active add-ons

3. Currency conversion

   • Foreign exchange rates can affect the final amount
   • Your bank might add currency conversion fees
   • Check the original charge amount in USD

Missing Invoice or Receipt

Need documentation for accounting:

1. Download from account settings

   • Go to Settings > Billing > Invoice History
   • Download PDF copies of all invoices
   • Invoices are available for the last 12 months

2. Email delivery issues

   • Check spam folder for invoice emails
   • Update your billing email address if needed
   • Request resend from support if invoices are missing

3. Company billing information

   • Update your billing address and company details
   • Add tax ID or VAT number for proper invoicing
   • Future invoices will reflect updated information

Subscription Management Issues

Can't Upgrade or Downgrade

Plan changes not working:

1. Timing restrictions

   • Changes may only be allowed at certain times
   • Some downgrades take effect at the next billing cycle
   • Check if you're within a billing grace period

2. Outstanding balance

   • Resolve any overdue payments first
   • Update payment method if card is expired
   • Contact support for payment plan options

3. Team size restrictions

   • Downgrades might not be allowed if you exceed new limits
   • Remove extra team members before downgrading
   • Archive unused boards to meet lower plan limits

Cancellation Problems

Can't cancel or pause subscription:

1. Cancellation process

   • Go to Settings > Billing > Cancel Subscription
   • Follow the confirmation steps carefully
   • Check for cancellation confirmation email

2. Billing cycle timing

   • Cancellations take effect at the end of current period
   • You'll retain access until the paid period expires
   • No partial refunds for unused time

3. Account ownership

   • Only account owners can cancel subscriptions
   • Transfer ownership if the original owner is unavailable
   • Contact support for assistance with ownership issues

Payment Method Issues

Updating Payment Information

Need to change credit card:

1. Add new payment method

   • Go to Settings > Billing > Payment Methods
   • Add new card before removing the old one
   • Test the new card with a small charge if available

2. Default payment method

   • Set your preferred card as default
   • Remove expired or unwanted cards
   • Ensure automatic renewals use the correct card

Alternative Payment Methods

Credit card not working or not available:

1. PayPal payments

   • Available for most subscription plans
   • Link your PayPal account in billing settings
   • Ensure PayPal account has sufficient balance

2. Bank transfer (wire)

   • Available for annual subscriptions only
   • Contact support for wire transfer instructions
   • Allow 3-5 business days for processing

3. Purchase orders

   • Enterprise plans can use company purchase orders
   • Contact sales team for PO process
   • Net 30 payment terms available for qualified customers

Regional and Tax Issues

International Payments

Issues with non-US cards:

1. Currency support

   • We accept most major currencies
   • Charges appear in USD but convert automatically
   • Check with your bank about international fees

2. VAT and tax handling

   • EU customers: VAT calculated automatically
   • Provide valid VAT number for business accounts
   • Tax rates depend on your billing address

Compliance and Regulations

Business or government requirements:

1. Invoice requirements

   • Update company information for proper invoicing
   • Add purchase order numbers if required
   • Request specific invoice formats from support

2. Security clearance

   • Government agencies may need special approval
   • Contact our enterprise team for compliance documentation
   • SOC 2 and other certifications available

Refund and Credit Issues

Requesting Refunds

When refunds are available:

1. Service issues

   • Documented outages or service problems
   • Features not working as advertised
   • Contact support within 30 days of payment

2. Accidental charges

   • Duplicate payments or billing errors
   • Unintended plan upgrades
   • Contact support immediately when noticed

3. Cancellation timing

   • Annual plans: Pro-rated refunds within 30 days
   • Monthly plans: No refunds, but cancellation prevents future charges
   • Review our refund policy for specific terms

Account Credits

Using and managing account credits:

1. How credits work

   • Credits apply automatically to future bills
   • No expiration date for earned credits
   • Cannot be converted to cash refunds

2. Earning credits

   • Referral bonuses
   • Service outage compensation
   • Promotional offers

Troubleshooting Payment Failures

Systematic Approach

1. Verify card information
2. Check with your bank
3. Try a different payment method
4. Contact FeatureShark support

Common Error Messages

"Card declined":

• Contact your bank to authorize the transaction
• Try a different card
• Check if international payments are blocked

"Invalid billing address":

• Ensure address exactly matches bank records
• Use the address format preferred by your bank
• Contact support if address verification fails

"Processing error":

• Try again after a few minutes
• Clear browser cache and cookies
• Use a different browser or device

Enterprise and Volume Discounts

Large Team Discounts

Saving money on team subscriptions:

1. Volume pricing

   • Discounts available for 25+ users
   • Annual plans offer additional savings
   • Contact sales for custom pricing

2. Enterprise features

   • Advanced security and compliance
   • Custom integrations and support
   • Dedicated account management

Getting Help

When to Contact Support

Contact our billing team for:

• Payment failures after trying these solutions
• Billing discrepancies or unexpected charges
• Refund requests
• Enterprise pricing inquiries

Information to Provide

When contacting billing support, include:

• Account email address
• Last 4 digits of payment method
• Specific error messages
• Screenshots of billing issues
• Desired resolution

Contact Methods

• Billing Email: billing@featureshark.com
• Live Chat: Available during business hours
• Phone Support: Available for Enterprise customers

---

Need immediate assistance? Our billing support team is standing by to help resolve any payment or subscription issues quickly.