Top 10 billing issues with cause and fix — declined cards, stuck past_due, missing invoices, wrong VAT, plan change cooldown, more.

Billing & payment troubleshooting

Quick-fix reference for the 10 most common billing issues. Each entry has the symptom, the cause, and the fastest path to resolution. For anything not listed here, contact support@wevion.ai with the invoice or customer ID.

Who is this for

Organization owners hitting a billing snag and wanting an answer fast (the Organization owner manages billing). Bookmark this page.

1. Card declined at checkout or renewal

Symptom: Stripe Checkout shows "Card declined" or your renewal email says "payment failed".

Causes:

• Card expired
• 3DS / SCA challenge missed
• Insufficient funds
• Bank flagged the charge as suspicious

Fix: Open the Stripe Customer Portal (Settings → Team → Billing → Manage billing in Stripe), update the card or add a new one. Stripe retries the failed charge immediately. If your bank flagged the charge, call them and authorize "Wevion" / "Stripe" as a recurring merchant.

See what happens after a failed payment for full Smart Retries detail.

2. Subscription stuck on past_due after I paid

Symptom: You updated the card and Stripe shows the new charge as successful, but Wevion still shows the red banner.

Cause: Stripe webhook delay (usually 30-60s, occasionally up to 5 min).

Fix: Refresh /settings/team/billing after 60 seconds. If still red after 5 minutes, contact support with your Stripe customer ID.

3. Invoice missing from /payments

Symptom: You see a Stripe receipt email but the invoice doesn't appear in Settings → Team → Billing → Invoices.

Cause: Same webhook delay as above, or in rare cases a webhook failure.

Fix:

• Wait 5 minutes and refresh
• If still missing, open Stripe Customer Portal (authoritative source)
• Contact support if it never shows in Wevion after an hour

4. VAT not applied or wrong rate on invoice

Symptom: Invoice shows full VAT despite valid VAT number, or wrong country tax rate.

Causes:

• VAT number not entered in Stripe Portal
• VAT number entered but failed VIES verification (typo, format)
• Billing address country doesn't match VAT country
• Set the VAT after the invoice was issued (invoices are immutable)

Fix: Open Stripe Customer Portal → Billing details → verify the VAT number is shown as verified. If unverified, re-enter (try with and without country prefix). Changes apply to next invoice; for historical correction request a credit note + reissue via support.

See VAT, tax ID, billing address.

5. "Downgrade" button is disabled

Symptom: You want to switch from Pro to Starter but the button is greyed out.

Cause: Plan-change cooldown active. After a recent plan change, downgrades are blocked for a cooldown window to prevent thrashing.

Fix:

• Hover the button — it shows the date when downgrade is allowed
• Wevion enforces a plan-change cooldown and displays your next allowed change date
• Wait until the date, or contact support if business-critical

See upgrade or downgrade your plan.

6. Extra-seat add-on charged twice

Symptom: You bought 2 extra seats mid-cycle and see two charges close together.

Cause: Not a duplicate — the first charge is the prorated amount for the remaining days in the current cycle. The second (at next renewal date) is the full monthly extra-seat charge for the next full cycle. Both are correct.

Fix: Verify on invoice line items. If the math still looks off, contact support with both invoice IDs for a sanity check.

See billing cycle and prorations.

7. Wrong currency on invoice

Symptom: Subscription was created in EUR but you want USD (or vice versa).

Cause: Your billing currency is fixed when you add a card or first subscribe.

Fix: It cannot be changed afterwards, neither in the portal nor in Wevion. Before you add a card, check the currency shown on the card form.

8. Stripe email (receipts, payment failed) not arriving

Symptom: You expect a Stripe receipt or payment-failed email and don't get it.

Causes:

• Email in spam
• Email blocklist for noreply@stripe.com
• Billing email on file is wrong / typo

Fix:

• Check spam, whitelist noreply@stripe.com
• Verify the billing email in Stripe Portal → Billing details
• Add additional receipt recipients (e.g. your accountant) in the portal

See find your invoices and receipts for multiple recipient setup.

9. "Cannot purchase extra slots: subscription is not active"

Symptom: You try to add extra seats and get this error.

Cause: Subscription is in past_due, unpaid, or canceled status. Extra slots require active or trialing.

Fix:

• Resolve the payment issue first (see What happens after a failed payment)
• After subscription returns to active, retry the extra-slot purchase

10. Trial ended and my workspace is read-only — what now?

Symptom: Day 14 hit and you can no longer change anything in Wevion.

Cause: The trial ended without a card. Nothing was charged, and the account became read-only with your data kept. If you had added a card, Stripe would have charged it and your plan would have started automatically.

Fix:

• Open Settings → Team → Billing
• Pick a paid plan and complete checkout (see Start your subscription)
• Full access restores within 30-60 seconds; all your data is intact

See what happens when your trial ends.

When to contact support

Use support@wevion.ai when:

• An issue isn't on this list
• A fix above didn't work
• You're requesting a refund (see Refund policy)
• You're requesting account deletion (see Delete your Wevion account)
• You suspect a Wevion bug (mismatched math, wrong status, missing data)

Include in your email:

• Your Stripe customer ID (find at Stripe Customer Portal)
• Affected invoice numbers
• A clear description of where in the UI the issue occurs (page path + section)
• Exact error message text (copy-paste, don't paraphrase)
• Browser + OS if it's a UI issue

Typical response time: 1-2 business days for billing (priority on Pro and Enterprise plans).

FAQ

Why was my card declined on Wevion?

A card declines at Wevion checkout or renewal usually because it expired, a 3DS/SCA challenge was missed, funds were insufficient, or your bank flagged the charge as suspicious. Open the Stripe Customer Portal via Settings → Team → Billing → Manage billing in Stripe and update or add a card; Stripe retries immediately. If the bank flagged it, authorize "Wevion" or "Stripe" as a recurring merchant.

My Wevion subscription still shows past_due after I paid — why?

This is almost always a Stripe webhook delay, usually 30-60 seconds and occasionally up to 5 minutes. Refresh /settings/team/billing after 60 seconds and the red banner should clear once the successful charge syncs. If it's still red after 5 minutes, contact support@wevion.ai with your Stripe customer ID.

Why is the downgrade button disabled in Wevion?

The downgrade button is greyed out because a plan-change cooldown is active — after a recent plan change, downgrades are blocked for a window to prevent thrashing. Hover the button to see the date downgrade is allowed. You can wait until that date or contact support@wevion.ai if the change is business-critical.

Why is my invoice missing from Wevion billing?

If you got a Stripe receipt email but the invoice isn't under Settings → Team → Billing → Invoices, it's usually the same webhook delay, or rarely a webhook failure. Wait 5 minutes and refresh; the Stripe Customer Portal is the authoritative source in the meantime. If it never appears in Wevion after an hour, contact support.

When should I contact Wevion support about billing?

Contact support@wevion.ai when your issue isn't on this troubleshooting list, a listed fix didn't work, you're requesting a refund or account deletion, or you suspect a Wevion bug like mismatched math or a wrong status. Include your Stripe customer ID, affected invoice numbers, the UI page path, and the exact error text. Typical response is 1-2 business days.

Related articles

• What happens after a failed payment
• Manage payment methods
• Find your invoices and receipts
• Wevion pricing, plans & billing — complete guide