Troubleshooting Guide

Payment Method Declined

If your payment method is declined, try the following:

• Verify that your card has sufficient funds
• Check that your card hasn't expired
• Ensure your billing address matches the one on file with your bank
• Contact your bank to ensure the card isn't blocked for online transactions
• Try using a different payment method

Updating Payment Information

To update your payment method:

1. Go to your subscription detail page
2. Click on "Billing Portal" or "Manage Billing"
3. Select "Payment Methods"
4. Add a new payment method or update an existing one

Subscription Not Showing as Active

If your subscription doesn't appear as active:

• Wait a few minutes - subscription activation can take up to 5 minutes
• Refresh the page
• Check your email for a confirmation message
• Verify that payment was successful in the billing portal

Subscription Cancelled Unexpectedly

If your subscription was cancelled:

• Check your email for cancellation notifications
• Review your payment method status in the billing portal
• Verify that automatic renewal is enabled
• Contact support if the cancellation was not intentional

Cannot Find a Network

If you're having trouble finding a network:

• Try different search terms or keywords
• Check your spelling
• Use partial network names or IDs
• Clear your browser cache and try again

Network Not Accessible After Subscription

If you've subscribed but can't access the network:

• Ensure your subscription is active (check subscription status)
• Wait a few minutes for network provisioning
• Verify your credentials are correct
• Check the network's status page for any outages

Missing Invoice

If you can't find an invoice:

• Check your email (including spam folder) for invoice notifications
• Access the billing portal to view all invoices
• Verify your billing email address is correct
• Invoices are typically available within 24 hours of payment

Incorrect Charges

If you notice incorrect charges:

• Review your subscription details and plan
• Check for any plan upgrades or changes
• Verify prorated charges for mid-cycle changes
• Contact support with your invoice number for assistance

Page Not Loading

• Clear your browser cache and cookies
• Try a different browser (Chrome, Firefox, Safari, Edge)
• Disable browser extensions that might interfere
• Check your internet connection
• Try accessing the site in incognito/private mode

Checkout Not Working

• Ensure JavaScript is enabled in your browser
• Disable ad blockers temporarily
• Check that pop-ups are not blocked
• Try completing checkout on a different device