Troubleshooting Payment Issues
This article helps you resolve common payment problems including failed payments, account suspensions, and refund requests.
In this article:
Failed Payments
Why Payments Fail
Common reasons for payment failures:
Expired card - Your card has passed its expiration date
Insufficient funds - Not enough balance available
Card declined - Your bank blocked the transaction
Incorrect details - Card information needs updating
Fraud protection - Your bank flagged the charge as suspicious
What Happens After a Failed Payment
We automatically retry the payment
You receive an email notification about the failure
If retries fail, your account may be suspended
You remain responsible for any unpaid fees
How to Fix a Failed Payment
Go to Settings → Account
Click "Manage" next to Payment Method
Update your card information in the Stripe portal
Ensure your card has sufficient funds
Contact your bank if the issue persists
Tip: If your bank blocked the charge, call them to authorize future CredFolio payments, then retry.
Account Suspension
Why Accounts Get Suspended
Your account may be suspended for:
Non-payment after multiple failed attempts
Violation of Terms of Service
Suspected fraudulent activity
Restoring a Suspended Account
Update your payment method in Settings → Account
Ensure your card has sufficient funds
Wait for the next payment retry (or contact support to expedite)
Once payment succeeds, access is restored automatically
What Happens to Your Data
During suspension:
Your data remains safe and intact
Access to paid features is restricted
You can still access basic Free tier features
No data is deleted during suspension
Refund Policy
General Policy
Subscription fees are generally non-refundable. We do not provide prorated refunds for cancelled subscriptions.
When Refunds May Be Considered
Refunds are considered in exceptional circumstances:
Technical issues - Service unavailable for extended periods
Billing errors - Unauthorized or duplicate charges
Service mismatch - Features materially different from advertised
How to Request a Refund
Email [email protected] within 30 days of the charge
Include your account email and the charge date
Explain the reason for your request
Allow 5-7 business days for review
Important: Refund requests must be submitted within 30 days of the charge date.
After Cancellation
When you cancel your subscription:
Access continues until the end of your current billing period
Your account downgrades to the Free plan
Data is retained for 90 days (grace period)
You can export your data during this period
Frequently Asked Questions
I was charged twice. What should I do?
Duplicate charges are rare but can happen. Email [email protected] immediately with details, and we'll investigate and refund any erroneous charges.
Can I get a refund if I forgot to cancel?
Refunds for forgotten cancellations are evaluated case-by-case. Contact us within 30 days of the charge, and we'll review your request.
How long does a refund take to process?
Approved refunds are processed within 5-7 business days. It may take an additional 3-5 business days to appear on your statement, depending on your bank.
My account is suspended but I've updated my card. How long until access is restored?
After updating your payment method, access is typically restored within a few hours once payment is successfully processed. Contact support if access isn't restored within 24 hours.
Will my data be deleted if I don't pay?
Your data is not immediately deleted. After account termination, you have a 90-day grace period to reactivate or export your data. After 90 days, data may be permanently deleted.
Need More Help?
For urgent payment issues, email [email protected] or click the chat icon to contact support.