Troubleshooting
- I upgraded to Pro from the trial but now I can't access a feature I previously had
- I'm trying to downgrade my plan but it's not letting me
- I'm getting errors when I attempt to pay for my plan
- I have auto-renew turned on but received an "auto-renew failed" email
- My credit/debit card was charged multiple times for what should have been a single payment
I upgraded to Pro from the trial but now I can't access a feature I previously had
The Pro trial includes a subset of features from across all Pro plans, so it's likely when you upgraded you chose a plan that lacked the feature in question. If that's the case, you can change to that plan by simply paying the prorated difference.
I'm trying to downgrade my plan but it's not letting me
If one or more of your sites uses features from your current plan that aren't available on your new plan, you'll first need update those sites to remove those features. For example, if you're on Pro Standard and you want to downgrade to Pro Lite, any sites that make use of forms, custom domains, or other features provided by Pro Standard will have to be updated to remove those features before you can downgrade to Pro Lite.
I'm getting errors when I attempt to pay for my plan
Try again in a private/incognito tab, or if that doesn't work, use another browser or device. If neither of those methods allow you to pay for your plan, please get in touch.
I have auto-renew turned on but received an "auto-renew failed" email
This usually means you don't have sufficient funds in your account balance to complete the renewal and you either don't have a saved payment method added to your account, or you do but we weren't able to charge it. If you don't already have a saved payment method added to your account, adding one should take care of it. If you do, however, and your saved payment method should otherwise be working please get in touch.
My credit/debit card was charged multiple times for what should have been a single payment
If your card was declined or your payment failed for another reason, what you're seeing on your statement are likely temporary authorizations that will automatically go away after a few business days. However, if they somehow don't or you have any concerns about these charges in the meantime, please get in touch and we'll make sure it's sorted out.