Payment issues and failed payments

If a payment fails

A payment may sometimes fail because of the bank, payment card, insufficient balance, payment provider restrictions, or a temporary technical delay.

First, check that the card has enough funds, online and international payments are allowed, and the payment details are entered correctly.

If the payment fails, do not repeat the payment many times in a row. Wait a few minutes, refresh the page, and try again.

If you were charged but access was not updated

After a successful payment, access is usually updated automatically. Sometimes payment processing may take a few minutes.

If the money was charged but the new features did not appear:

• wait a few minutes;
• refresh the page;
• sign out of the account and sign in again;
• check the email linked to the account;
• check whether there is an email from Paddle about the payment.

If access still has not been updated after that, contact support and include payment information: date, amount, plan, account email, and, if available, the payment ID or email from Paddle.

If the subscription is temporarily restricted

If an automatic subscription payment fails, access to new paid usage may be temporarily restricted.

During this period, existing data is not deleted immediately, but some paid actions may be unavailable. For example, you may not be able to start a new resume analysis, buy an Analysis Pack, or change your plan until the payment issue is resolved.

To restore access, update your payment details in the profile or retry the payment if that action is available.

If a payment repeats or looks suspicious

If you see several charge attempts, an unfamiliar amount, or a payment you did not expect, do not create a new subscription right away.

First, check the profile page, emails from Qualex or Paddle, and your bank payment history. If the situation is unclear, contact support before paying again.

When to contact support

Contact support if:

• the money was charged but access was not updated;
• you do not understand the payment status;
• the subscription remains restricted after updating payment details;
• you see an unexpected charge;
• you cannot complete payment after several attempts.

In your message, include the account email, plan, payment date, amount, and any information from the Paddle email. This will help us check the payment and subscription status faster.

Important

Do not create several new subscriptions in a row if the previous payment is still being processed. Because of the delay between payment, payment confirmation, and access update, the status may not change immediately.

If you are unsure, it is better to wait a few minutes, refresh the page, and check the profile before paying again.