Subscription and billing problems

You paid but the features have not appeared

1. Reload the page. The plan change usually reaches an open tab on its own,

but a refresh forces it.

1. Check Settings → Subscription. It shows the plan currently in force.
2. Sign out and back in, which re-reads everything.
3. Give it a minute. Payment confirmation is occasionally slightly delayed.

If Settings → Subscription still shows the old plan after a few minutes, contact support with the receipt.

Your plan says Free but an agency sponsors you

Check Settings → Subscription, which shows sponsorship explicitly along with the workspace it comes from.

Sponsored Pro requires an accepted membership in a live role, in a workspace whose owner is on an active Agency plan. If you have not accepted the invitation yet, sponsorship has not started. See Sponsored Pro.

A payment has failed

You keep access during the retry window, and a banner appears in Settings while it is outstanding.

Update your card:

1. Go to Settings → Subscription.
2. Select Manage billing.
3. Update your payment method.

The next retry uses the new card.

You cannot find an invoice or receipt

They live in the billing portal. Settings → Subscription, then Manage billing.

Cancelling did not seem to do anything

Cancelling schedules the end of the subscription rather than ending it at once. You keep every paid feature until the current period finishes, and Settings shows the date it ends.

To undo it, select Reactivate while the period is still running.

You cannot reduce your seat count

The count cannot go below the seats already occupied. Remove members first, then lower it. See Agency seats.

Billing actions are missing from Settings

Two reasons this is expected:

• Your plan is comped during the beta. There is nothing in the billing

portal to manage, so the controls are hidden rather than shown and then failing.

• Your Pro is sponsored by an agency. There is no subscription of your own to

manage.

You lost features after your plan ended

Expected, and nothing is deleted. See What happens after a downgrade for exactly what changes and what is kept.

Something else

Email support@vato-do.com with the account's email address, what you expected, and what you are seeing. Never send card details.