FAQs about billing

When am I charged?

You’re charged for your plan renewal on the last day of your contract. A provisional payment is charged six days before that day to secure the payment and prevent a disruption in service if the payment fails. The billing date on your credit card bill may reflect either date.

What if the provisional payment fails?

Review and update your credit card details. If the details are correct, check with the credit card issuer.

What to do if my plan has been suspended due to an overdue payment?

If your plan has been suspended, please contact us to restart your plan. After our team reconfigures your payment page, you can restart your previously suspended plan.

• Select “Start subscription” to restart your previous subscription.
• Select “Change plan” to switch to a different plan.

I got an email that my upcoming payment needs to be authenticated. How do I do that?

The following credit cards may require authentication (e.g., password, one-time PIN, etc.) for security. 

• VISA
• Mastercard
• American Express
• JCB

To authenticate your payment:

• Select “Authenticate payment” in the email to be redirected to the “Billing” screen.
• Select “Authorize credit card” in the banner at the top of the screen.

 

• Confirm your plan and select “OK.”
• Follow the instructions, which vary depending on your credit card.
• If successful, you’ll see a notification on the bottom right of the screen.

I got an email to update my credit card details. How do I do that?

If we can’t authorize your credit card for an upcoming payment, review and update your credit card details to avoid a disruption in service. To update your credit card:

• Select “Update credit card” in the email to be redirected to the “Plans” tab.
• Select “Enter new credit card” in the “Billing” section.
• Review and update your credit card details.