Why has my plan not updated after paying?
If you paid and your Account still shows the old plan, the cause is usually timing, the Starter label, or a failed payment. Work through these checks in order, from reloading /account to contacting us with details.
ON THIS PAGE
01What to expect straight after paying
Checkout opens in the same tab and, once the payment succeeds, returns you to the instrument at /app. You see a short message at the bottom reading "You're in. Starter active." That message is the same for every plan, so it does not tell you which plan you bought and it appears only once per browser session. The plan itself is changed separately, when the payment provider tells our server that the checkout completed. Until that notice arrives the Plan section of /account still shows the old plan.
02Wait a few minutes, then reload /account
The confirmation from the payment provider normally lands within seconds. Nothing in the product polls for it, and the Account page reads your plan only when it loads. So the first remedy is to open /account afresh, or reload it, after a few minutes. In the Plan section look at the plan label and the Status line. Do not buy again while you wait; a second checkout creates a second subscription.
03If you bought Starter, the label stays Starter
Starter is a paid plan at $5 a month, but it keeps the same name as the unpaid state. What changes after payment is the Status line, which moves from "unpaid" to "active", and the unpaid notice with the "Start for $5/month" button disappears. If that is the plan you bought, nothing is wrong. Pro, Ops and Enterprise change the label itself.
04Check the Status line for other states
The Status line shows the state we hold for the subscription. "active" or "trialing" counts as paid. If the payment failed or is past due, the label can stay at the plan while paid access is lost where the paywall is switched on. If the subscription has been cancelled the plan returns to Starter and the status reads "cancelled". The Manage billing button, where it shows, takes you to the provider portal to fix a card.
05Make sure you paid from the right account
Checkout is bound to the account you were signed in to when you pressed the plan button, and your account email is prefilled on the payment page. If you are signed out, the plan button sends you to sign in first. So the usual mistake is to have two accounts, for example one made with a work email and one with a personal address, and to look at the other one afterwards. Check the email shown at the top of /account. Signing out and in is not a fix for timing, because your plan is read fresh from the server, but it is a quick way to confirm which account you are in.
06Check the payment itself
Look at your card statement or the receipt from the payment provider. A declined, cancelled or pending payment will never update the plan. If you reached the pricing page with "Checkout was cancelled. Nothing was charged." at the top, the checkout was cancelled and no money moved. Fix the card or try another method and start the checkout again.
07When to contact us
If the payment shows as taken, the right account is open, and a reload some time later still shows the wrong plan, contact us through the contact page. Give the email on the account, the date and time of payment, the plan you chose and the last four digits of the card. Plan changes depend on a signed message from the payment provider reaching our server, so a missing update is something we can trace and correct by hand.
Questions
How long does a plan take to update?
Usually seconds, once the payment provider sends its confirmation to our server. The page does not refresh itself, so reload /account after a few minutes to see it. If more than an hour passes with a taken payment and no change, contact us with your payment details.
I paid but my plan still says Starter. Is that wrong?
Not necessarily. If you bought Starter, the plan name stays Starter and only the Status line changes, from unpaid to active. If you bought Pro or Ops and it still says Starter after a reload, check the payment succeeded and that you are in the right account, then contact us.
Does using a different email at checkout create a new account?
No. Checkout is attached to the account you were signed in to, and the payment page is prefilled with that account's email. The receipt may go to whatever address you type there. If you cannot find your plan, you most likely have two accounts, so check the email shown on /account.
What if my card was declined?
The plan will not change. The pricing page may show "Checkout was cancelled. Nothing was charged." if you backed out. Try the checkout again with another card or payment method; Wallet payments are offered where your device supports them.
Where do I see my current plan?
On /account, in the Plan section. It shows the plan name, the Status line and a list headed "Included in your plan" covering saved sites, forecast range and the five feature rows. The pricing page also shows "Signed in as your email, current plan" under its heading.
Who do I contact if it is still wrong?
Use the contact page. Include your account email, when you paid, which plan you chose and any error text you saw. Having these ready lets us find the payment and the account quickly.