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Troubleshooting Guide

Common issues and solutions to help you resolve problems quickly.

Payment Issues

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 Status Issues

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

Network Connection Issues

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

Invoice and Billing Questions

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

Browser and Technical Issues

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

Still Need Help?

If you've tried the solutions above and still need assistance:

  • Email Support: support@bubblynet.com
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