Billing Troubleshooting Guide

Quick solutions for common billing issues, payment failures, and account access problems

Billing Troubleshooting Guide Quick solutions for the most common billing issues. This guide provides step-by-step troubleshooting for payment failures, access problems, and billing discrepancies. For detailed billing information, see the complete Billing & Subscription Management guide. Payment Issues Payment Declined or Failed **Step-by-step resolution:** **Check card details** - Verify card number, expiry date, and CVV are correct. **Verify billing address** - Ensure address matches your bank records exactly. **Check account balance** - Confirm sufficient funds for the charge amount. **Contact your bank** - Ask if they're blocking the transaction as fraud protection. **Try different payment method** - Add a different card through Stripe Customer Portal. **Update expired cards** - Replace any expired payment methods International cards may be blocked by some banks for recurring SaaS charges. Contact your bank to whitelist QueryCatch/Stripe. Subscription Shows 'Past Due' **Check payment method** - Go to billing dashboard → 'Manage Payment Methods'. **Update payment info** - Add new payment method if current one failed. **Manual payment retry** - Stripe will automatically retry failed payments. **Contact support** - If issue persists beyond 24 hours You have a 7-day grace period to resolve payment issues before service interruption. Access & Permission Problems Cannot Access Billing Dashboard **Check your role and profile:** **Verify your role** - Only Admin and Owner roles can access billing. **Check correct profile** - Use profile selector to switch to correct organization. **Request admin access** - Ask existing admin to upgrade your permissions. **Clear browser cache** - Refresh permissions by clearing cache and logging out/in Error: 'User not authenticated' in Billing **Log out completely** - Sign out of QueryCatch entirely. **Clear browser data** - Clear cookies, cache, and local storage. **Log back in** - Log in fresh to refresh authentication. **Check profile membership** - Ensure you're still a member of the profile Subscription & Billing Discrepancies Charged Wrong Amount **Verify billing calculation:** **Check proration** - Mid-cycle changes are prorated based on remaining days. **Review subscription components** - Base plan ($99) + additional seats ($19 each) + websites ($79 each). **Verify billing cycle** - Monthly vs annual billing affects amounts. **Check multiple profiles** - Each profile has separate billing. **Download invoice** - Review itemized charges in PDF receipt Missing Credits from Seat Reduction **Credits apply to next bill** - Not immediate refunds. **Check next invoice** - Credits will appear on upcoming billing cycle. **Proration timing** - Credits calculated based on remaining billing period. **Contact support** - If credits don't appear on next invoice Credits from downgrades apply to future billing cycles, following standard SaaS billing practices. Duplicate or Unexpected Charges **Check for multiple profiles** - Each profile bills separately. **Review recent changes** - Seat additions create immediate prorated charges. **Verify team member actions** - Other admins may have made changes. **Check Stripe dashboard** - Log into your Stripe customer portal for detailed history. **Contact support immediately** - For suspected billing errors Team & Seat Management Issues Cannot Remove Team Member **Check removal permissions:** **Profile owners cannot be removed** - The profile creator is permanent. **Admin permissions required** - Only admins can remove other members. **Self-removal not allowed** - Cannot remove yourself from profile. **Role hierarchy** - Viewers can be removed by anyone with admin access Added Seats but Team Member Cannot Join **Check invitation status** - Verify invitation was sent and received. **Resend invitation** - Generate new invitation link if email was missed. **Verify email address** - Ensure correct email was used for invitation. **Check spam folders** - Invitation emails might be filtered. **Manual addition** - Add user directly through profile settings if invitation fails Seat Count Doesn't Match Team Size **Understanding seat allocation:** **Paid seats vs active users** - You can have more seats than current team members. **Pending invitations count** - Outstanding invites don't consume seats until accepted. **Empty seats available** - Extra seats allow for team growth without immediate payment. **Removed members free seats** - Departing members don't automatically reduce seat count Invoice & Receipt Problems Cannot Download Invoices **Check popup blockers** - Disable popup blocking for QueryCatch domain. **Try different browser** - Some browsers block PDF downloads. **Use hosted invoice link** - Click 'View Hosted' instead of 'Download PDF'. **Check Stripe portal** - Access invoices through Stripe Customer Portal. **Contact support** - Request invoices to be emailed directly Missing Invoices or Receipts **Check correct profile** - Switch profiles to find associated invoices. **Email delivery delays** - Invoices may take up to 24 hours to email. **Spam folder check** - Search email for 'Stripe' or 'QueryCatch' in spam. **Update email address** - Ensure billing email is current in profile settings. **Manual request** - Contact support to resend specific invoices Profile & Organization Issues Cannot Create Additional Profile **Payment method check** - Ensure valid payment method is available. **Browser compatibility** - Try different browser or incognito mode. **JavaScript enabled** - Ensure JavaScript is enabled for Stripe Elements. **Ad blockers disabled** - Temporarily disable ad blockers for payment processing. **Contact support** - If payment processing consistently fails Profile Deletion Not Working **Active subscription required** - Cancel subscription first, then profile deletes automatically. **Owner permissions needed** - Only profile owner can initiate deletion process. **Cannot delete last profile** - Must have at least one profile in account. **Confirmation typing required** - Must type 'DELETE' exactly as shown. **Billing period end** - Profile deletes automatically when subscription expires Profile deletion is permanent and irreversible. Export all important data before deletion. Emergency Contact Information Urgent Billing Issues For immediate assistance with critical billing problems: **In-App Tickets** - Fastest response through QueryCatch ticketing system. **Email**: billing@querycatch.com - Direct billing support team. **Priority**: Include 'URGENT' in subject line for immediate attention. **Information to include**: Profile name, invoice numbers, error messages, screenshots Response Time Expectations **Payment failures**: 2 hours during business days. **Account access issues**: 1 hour during business days. **Billing discrepancies**: 4 hours during business days. **General questions**: 24 hours. **Weekend/holiday**: Next business day Most billing issues can be resolved quickly. Don't hesitate to contact support for assistance! Prevention Tips Avoiding Common Issues **Keep payment methods updated** - Replace cards before expiry. **Monitor account balance** - Ensure sufficient funds for recurring charges. **Whitelist QueryCatch** - Add to your bank's approved merchant list. **Regular access checks** - Verify team member roles quarterly. **Download invoices monthly** - Keep local copies for your records. **Set billing reminders** - Calendar notifications for billing dates This troubleshooting guide covers the most common issues. For comprehensive billing information, see the full Billing & Subscription Management documentation.