Payment FAQ: Common Questions and Solutions
Navigating payment issues can be frustrating, but we’re here to help! Below, you’ll find answers to some of the most frequently asked questions about payments, invoices, and membership-related issues. If your question isn’t covered here, feel free to reach out to our support team for further assistance.
On the Web: Currently, our web payment provider does not support invoice generation. We are actively working to resolve this issue and will update you as soon as it’s available.
On the App: Please check the invoice email sent by the corresponding app store (Google Play or Apple App Store). The email should contain all the details of your purchase, including the order ID.
Avoid multiple attempts: Please do not try to make the same purchase multiple times in quick succession, as this may flag your card as fraudulent.
Try another payment method: If the issue persists, attempt using a different card or payment method. Alternatively, you can complete your purchase through our mobile app, which often resolves payment-related issues.
Contact support: If the problem continues, reach out to our support team with details of the issue, and we’ll assist you further.
Check your invoice email: Locate the order ID in the invoice email sent by Apple. This ID is essential for us to track your purchase.
Contact us: Reach out to our support team and provide the order ID. We’ll investigate and ensure your purchase is processed promptly.
Check with your bank: In some cases, the payment may appear as pending but hasn’t been fully processed. If the money hasn’t been deducted from your account, it means we haven’t received the payment, and the benefits won’t be added.
Contact us immediately: If the payment has been successfully processed but you haven’t received your credits or membership, reach out to us with your order ID(s) and purchase details. We’ll investigate and resolve the issue as soon as possible.
Credit delivery timing: Monthly credits are delivered on the exact date and time you initially subscribed, not necessarily on the first day of each month.
Still missing credits? If you haven’t received your credits by the expected time, please contact us. We’re aware of this issue and are working on a permanent fix. In the meantime, we’ll ensure your credits are delivered manually.
No, transfers are not allowed: Memberships and credits are tied to the account they were purchased on and cannot be transferred to another account.
On the Web: We accept Visa and Mastercard credit cards, as well as PayPay.
On the App: Payments are processed through the app store (Google Play or Apple App Store).
Go to your profile page, navigate to the "Membership & Credits” section, and click on "Turn Off Auto-Renew" button to cancel.
### On App
Subscriptions purchased through the app store must be canceled via the app store’s subscription management page. We cannot cancel app store subscriptions on your behalf.
Upgrading (Monthly Subscription Only):
If you are on a monthly subscription, you can upgrade your membership on the membership page. Simply click on the plan you'd like to upgrade to, and the upgrade will be completed after payment. Note that your subscription renewal date will change to the date of the upgrade.
Annual Subscriptions: Upgrades are not supported until the current subscription expires.
Downgrading:
Downgrading is not supported for any subscription type. You will need to wait until your current subscription expires and then subscribe to a lower tier.
Switching Between Monthly and Yearly Plans:
Switching between monthly and yearly plans is not supported. You will need to wait until your current subscription expires and then change your plan.
You can upgrade, downgrade, or switch between monthly and yearly subscriptions at any time on the membership page.
Unfortunately, we are unable to process a refund once your payment has been completed. We recommend reaching out to your bank or payment provider to see if they can assist you with a refund.
We hope this FAQ has addressed your concerns. If you have any further questions or need assistance, don’t hesitate to reach out to our support team. We’re here to ensure your payment experience is as smooth as possible!
Where can I find my invoice?
On the Web: Currently, our web payment provider does not support invoice generation. We are actively working to resolve this issue and will update you as soon as it’s available.
On the App: Please check the invoice email sent by the corresponding app store (Google Play or Apple App Store). The email should contain all the details of your purchase, including the order ID.
What should I do if my purchase fails on the web?
Avoid multiple attempts: Please do not try to make the same purchase multiple times in quick succession, as this may flag your card as fraudulent.
Try another payment method: If the issue persists, attempt using a different card or payment method. Alternatively, you can complete your purchase through our mobile app, which often resolves payment-related issues.
Contact support: If the problem continues, reach out to our support team with details of the issue, and we’ll assist you further.
I bought a membership/credits pack on the iOS app but didn’t receive it. What should I do?
Check your invoice email: Locate the order ID in the invoice email sent by Apple. This ID is essential for us to track your purchase.
Contact us: Reach out to our support team and provide the order ID. We’ll investigate and ensure your purchase is processed promptly.
I was charged but didn’t receive any credits/membership. What should I do?
Check with your bank: In some cases, the payment may appear as pending but hasn’t been fully processed. If the money hasn’t been deducted from your account, it means we haven’t received the payment, and the benefits won’t be added.
Contact us immediately: If the payment has been successfully processed but you haven’t received your credits or membership, reach out to us with your order ID(s) and purchase details. We’ll investigate and resolve the issue as soon as possible.
I didn’t receive my monthly membership credits. Why?
Credit delivery timing: Monthly credits are delivered on the exact date and time you initially subscribed, not necessarily on the first day of each month.
Still missing credits? If you haven’t received your credits by the expected time, please contact us. We’re aware of this issue and are working on a permanent fix. In the meantime, we’ll ensure your credits are delivered manually.
Can I transfer my membership or credits to another account?
No, transfers are not allowed: Memberships and credits are tied to the account they were purchased on and cannot be transferred to another account.
What payment methods do you accept?
On the Web: We accept Visa and Mastercard credit cards, as well as PayPay.
On the App: Payments are processed through the app store (Google Play or Apple App Store).
How do I cancel my subscription?
On Web
Go to your profile page, navigate to the "Membership & Credits” section, and click on "Turn Off Auto-Renew" button to cancel.
### On AppSubscriptions purchased through the app store must be canceled via the app store’s subscription management page. We cannot cancel app store subscriptions on your behalf.
How to change my membership?
On Web
Upgrading (Monthly Subscription Only):
If you are on a monthly subscription, you can upgrade your membership on the membership page. Simply click on the plan you'd like to upgrade to, and the upgrade will be completed after payment. Note that your subscription renewal date will change to the date of the upgrade.
Annual Subscriptions: Upgrades are not supported until the current subscription expires.
Downgrading:
Downgrading is not supported for any subscription type. You will need to wait until your current subscription expires and then subscribe to a lower tier.
Switching Between Monthly and Yearly Plans:
Switching between monthly and yearly plans is not supported. You will need to wait until your current subscription expires and then change your plan.
On App
You can upgrade, downgrade, or switch between monthly and yearly subscriptions at any time on the membership page.
What’s the process for getting a refund?
Unfortunately, we are unable to process a refund once your payment has been completed. We recommend reaching out to your bank or payment provider to see if they can assist you with a refund.
We hope this FAQ has addressed your concerns. If you have any further questions or need assistance, don’t hesitate to reach out to our support team. We’re here to ensure your payment experience is as smooth as possible!
Updated on: 23/03/2025
Thank you!