> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zerotwo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing Issues

> Resolve payment failures, unexpected charges, plan update problems, and subscription management issues.

ZeroTwo uses Stripe for all payment processing. Most billing actions — updating your payment method, viewing invoices, and canceling — are handled through the **Stripe Customer Portal**, accessible from **Settings → Account → Manage Subscription**.

<Info>
  For Business plan billing, use the admin billing page at [/admin/billing](/admin/billing). For individual plans, use Settings → Account → Manage Subscription.
</Info>

***

## Billing Troubleshooting

<Accordion title="Payment failed / card declined">
  When a payment fails, your plan access may be suspended until the payment is resolved. Here's how to fix it:

  1. Go to **Settings → Account → Manage Subscription** to open the Stripe Customer Portal
  2. Click **Update payment method** and enter a new card or update the existing card details
  3. Ensure the **billing address** matches the address on file with your card issuer — mismatched billing addresses are a common cause of declines
  4. If the card details are correct, **contact your bank** — some banks block international or online charges by default. Ask them to allow charges from Stripe/ZeroTwo.
  5. Try a different payment method if the card continues to be declined

  **Common reasons for card declines:**

  * Insufficient funds
  * Card expired
  * Billing address mismatch
  * Bank fraud protection blocking the charge
  * Card not enabled for online transactions

  If you've resolved the payment method but the subscription still shows as past due, contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai).
</Accordion>

<Accordion title="Plan not updated after upgrade">
  After upgrading your plan, your new features should be available almost immediately. If they're not:

  1. **Wait 60 seconds** — plan updates take a moment to propagate
  2. **Hard refresh the page** with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux) to clear cached state
  3. **Log out and log back in** — this refreshes your session with your new plan permissions. Go to Settings → Account → Sign Out, then log in again.
  4. **Wait up to 5 minutes** — in rare cases, plan sync can take a few minutes

  **If your plan is still not updated after 5 minutes:** Contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai) with your **order confirmation email** from Stripe. Include the email address on your ZeroTwo account so we can verify and manually sync your plan.
</Accordion>

<Accordion title="Charged twice / unexpected charge">
  Before contacting support, check these common explanations for unexpected charges:

  1. **Open the Stripe Customer Portal** (Settings → Account → Manage Subscription → Invoice History) to see a full record of all charges and what each one was for
  2. **Annual plans charge the full year upfront** — if you switched to annual billing, the full year's amount is charged at once. This is not a double charge; it's the expected billing behavior.
  3. **Seat changes on Business plans** — adding or removing seats mid-billing-cycle results in prorated charges. A charge for a partial month is normal when seats are adjusted.
  4. **Upgrade prorating** — upgrading from a lower to a higher plan mid-cycle charges the prorated difference for the remainder of the billing period

  **If a charge looks genuinely incorrect** (duplicate charge, amount doesn't match your plan, charge after cancellation): contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai) with your invoice number and a description of the issue. Include the email address on your ZeroTwo account.
</Accordion>

<Accordion title="Canceled subscription but still being charged">
  When you cancel your ZeroTwo subscription:

  * **Cancellation takes effect at the end of your current billing period** — you keep full access until that date
  * You will **not** be charged again after the period ends (unless you resubscribe)
  * You should receive a confirmation email from Stripe when cancellation is processed

  **If you were charged after your billing period ended:**

  1. Verify the cancellation was processed by checking the Stripe Customer Portal — look for a "Canceled" status on your subscription
  2. If Stripe shows the subscription as active, the cancellation may not have gone through. Cancel again through **Settings → Account → Manage Subscription → Cancel Plan**
  3. If the subscription shows as canceled but you were still charged, contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai) with your Stripe invoice showing the charge and your cancellation confirmation

  <Warning>
    Canceling your account (deleting your ZeroTwo account) is separate from canceling your subscription. Make sure you cancel through the Stripe Customer Portal, not just by deleting the account.
  </Warning>
</Accordion>

<Accordion title="Can't access Business admin panel after upgrade">
  After upgrading to a Business plan, you need to refresh your session to get the new admin permissions:

  1. **Log out** — go to Settings → Account → Sign Out
  2. **Log back in** — your session will be refreshed with Business plan permissions
  3. Navigate to **/admin** — you should now have access to the admin panel

  **Also verify:**

  * You are the **account owner** (the person who created and paid for the Business plan). Admin panel access is not automatically granted to members — only the owner and admins have it.
  * If you were added as a member by someone else, ask the workspace owner to grant you Admin or Owner role from `/admin/members`

  If you're the owner and still can't access the admin panel after logging out and back in, contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai).
</Accordion>

<Accordion title="Free trial ended unexpectedly">
  The ZeroTwo Business plan free trial is **14 days**. Here's how it works:

  * When you start a Business trial, your card is validated but **not charged** immediately
  * At the end of 14 days, the card on file is **automatically charged** for the first month (or year, if you selected annual billing) unless you cancel first
  * There are no automatic reminders from ZeroTwo — it's your responsibility to cancel before the trial ends if you don't want to be charged

  **To cancel the Business trial before it ends:**

  1. Go to **Settings → Account → Manage Subscription** (or **/admin/billing**)
  2. Open the Stripe Customer Portal
  3. Cancel the subscription before the trial end date

  **If you were charged and didn't intend to be:** contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai) within a few days of the charge. We'll review the situation.
</Accordion>

<Accordion title="Can't access Stripe Customer Portal">
  The Stripe Customer Portal is available at **Settings → Account → Manage Subscription**.

  **If the "Manage Subscription" button is missing:**

  * You may be on the **Free plan** — free plan accounts don't have a Stripe Customer Portal because there's no active subscription to manage
  * To access the portal, you need an active paid subscription. Upgrade first from [zerotwo.ai/pricing](https://zerotwo.ai/pricing)

  **For Business plan billing:**

  * Use **/admin/billing** rather than the personal settings page
  * Only the workspace Owner (and Admins with billing access) can access Business billing

  **If the button is present but clicking it doesn't open the portal:**

  * Make sure pop-ups are allowed for zerotwo.ai in your browser
  * Try in a different browser or an incognito window
  * Contact [reed@zerotwo.ai](mailto:reed@zerotwo.ai) if it still doesn't work
</Accordion>

***

## Billing Quick Reference

| Issue                             | First Step                                      |
| --------------------------------- | ----------------------------------------------- |
| Card declined                     | Update payment method in Stripe Customer Portal |
| Plan not updated after upgrade    | Hard refresh → log out → log back in            |
| Unexpected charge                 | Check invoice history in Stripe Customer Portal |
| Still charged after cancellation  | Verify cancellation status in Stripe Portal     |
| Business admin panel inaccessible | Log out and log back in                         |
| Trial ended unexpectedly          | Cancel via Stripe Portal before trial end date  |
| Can't find Manage Subscription    | Free plan has no portal; upgrade first          |

***

## Contact Support

For billing issues not resolved by the steps above, email [reed@zerotwo.ai](mailto:reed@zerotwo.ai). Include:

* Your account email address
* The Stripe invoice number (if applicable)
* A description of the issue