Billing Issues
Resolve IndexMind payment failures, plan sync delays, incorrect charges, refund requests, and subscription management problems.
IndexMind uses Stripe for all payment processing. Most billing issues originate from Stripe's interaction with your bank or card issuer. This guide covers the most common billing problems and how to resolve them.
Payment failed
Symptom. You see a "Payment failed" banner in the app, or you received an email from Stripe about a failed charge.
Common causes:
| Cause | Solution |
|---|---|
| Expired credit card | Update your card in the Stripe portal (Settings > Billing > Manage Subscription). |
| Insufficient funds | Ensure adequate balance and retry, or use a different card. |
| Bank fraud block | Contact your bank to approve the charge from Stripe, then retry. |
| Card issuer decline | Try a different payment method. Some issuers block recurring international charges. |
Open the Stripe portal
Go to Settings > Billing and click Manage Subscription. This opens the Stripe customer portal.
Update your payment method
Click Payment methods and add a new card or update the existing one.
Retry the payment
Stripe automatically retries failed payments within a few days. To retry immediately, click Pay now on the outstanding invoice in the billing history section.
Your account remains active during the Stripe retry window (typically 3 to 5 days). If all retries fail, your plan reverts to Free until payment is resolved.
Plan not reflecting my upgrade
Symptom. You completed a payment for a higher plan, but the app still shows your old plan's limits.
Why this happens. Plan changes synchronize from Stripe via webhooks. In rare cases, the sync can take up to 5 minutes after a successful payment.
Solutions:
- Refresh the page after a few minutes. Most sync delays resolve within 2 minutes.
- Click Sync Subscription in Settings > Billing. This forces IndexMind to re-check your plan status with Stripe.
- Check your email for a Stripe payment confirmation. If you did not receive one, the payment may not have completed.
- Contact support if the plan still shows the old tier after 10 minutes despite a confirmed payment. Email support@indexmind.com with your account email and the Stripe receipt.
Unexpected charge
Symptom. You see a charge on your statement that you did not expect.
Common explanations:
- Prorated upgrade charge. When you upgrade mid-cycle, Stripe charges the difference for the remaining days. This appears as a separate line item.
- Annual renewal. Annual plans auto-renew on the anniversary date. Check your plan type in Settings > Billing.
- Currency conversion fee. Your bank may add a fee if your card currency differs from USD.
Review your invoices in the Stripe customer portal (Settings > Billing > Manage Subscription > Billing history) for a detailed breakdown of each charge.
How to cancel your subscription
- Open Settings > Billing and click Manage Subscription.
- Click Cancel plan in the Stripe customer portal.
- Confirm the cancellation.
Your current plan remains active until the end of your billing cycle. After that, your account reverts to the Free plan. All projects, reports, and scan history are preserved. Only plan limits change.
Refund policy
- Monthly plans. Monthly subscriptions are not eligible for refunds because you can cancel at any time with no penalty. Cancellation takes effect at the end of the current billing cycle.
- Annual plans. Refund requests are considered within the first 14 days of an annual subscription. After 14 days, the remaining term is non-refundable.
- Accidental charges. If you were charged in error (for example, after a cancellation that did not process), contact support for a full refund.
To request a refund, email support@indexmind.com with your account email, the charge date, and the amount. Include your Stripe receipt if available. The support team typically responds within one business day.
How to update billing details
Open the Stripe customer portal from Settings > Billing > Manage Subscription. You can update:
- Payment method. Add, remove, or change your credit card.
- Billing email. Change the email address where Stripe sends receipts and invoices.
- Company details. Update your company name, address, and tax ID for invoices.
Invoice access
All invoices are available in the Stripe customer portal under Billing history. Click the download icon next to any invoice to get a PDF. Invoices include your company details, charge breakdown, and applicable tax information.
Next steps
If your billing issue is not covered here, contact support@indexmind.com with your account email and a description of the problem. See also Manage Subscription for general subscription management instructions.