Payment and billing problems

Almost every payment problem in Clavoz is one of five things. Find yours below; the first
two are the ones that actually happen.

"Your card was declined" — and the past-due banner

A failed charge does not switch anything off on the first attempt. What happens instead:

1. The workspace status becomes Past due, and the Billing card in Settings shows it.
2. A banner appears in the app, so the person using it is not the last to know.
3. The workspace owner gets an email naming the amount, the currency and the number of days
   in the grace window — 7 days — with a link to pay.
4. Stripe retries the charge on its own schedule as well.

The fix: open Settings → Billing & Plan → Manage Subscription & Invoices, add the
card you want to use, and set it as the default. The status returns to
Active as soon as a payment goes through, and nothing you had access to is taken away
for being a day late.

The most common cause is a bank-issued replacement card: a new number, an expiry date, or a
new security code in the same app. The old details stop working the day the new card is
active, and nothing about Clavoz's behaviour would tell you why.

The day-7 trial charge did not go through

Same as above — the trial is a real subscription with a real charge at the end of it. The
status moves from Trialing to Past due and the 7-day window starts. If you meant to
cancel instead of pay, cancelling now stops the subscription (see
Cancelling, Closing Your Workspace and Your Data);
if you meant to pay, updating the method clears it.

The right place to change a payment method

Settings → Billing & Plan → Manage Subscription & Invoices. That opens the Stripe
customer portal, where cards are held — Clavoz never stores a card
number, which is also why support cannot type one in for you.

Inside the portal: add the new method first, then make it the default. Deleting the old
one before the new one works is how a small job becomes a locked workspace.

No invoice or receipt arrived

Clavoz does not send the invoices; Stripe does, immediately after each payment, to the
email address on the Stripe customer — the address you signed up with. If nothing is there:

1. Check the spam, junk and "Updates" folders first, and mark the sender as safe.
2. Open the portal: every payment is listed with a downloadable PDF invoice, whether or not
   the email ever arrived.

Being sent back to the plans page

If the app takes you to the plans page and says payment is required, the workspace is in the
Pending payment state: a Stripe checkout was started and never finished — the window was
closed, or a payment was interrupted. Your account and your work are untouched. Pick the
plan and interval again and complete the checkout.

Two related messages, both harmless:

• "Checkout canceled — your trial is still waiting. No problem, pick a plan whenever you're
  ready." — you backed out of the Stripe page deliberately.
• "Please update your payment method." — Stripe wants a card that will work before it
  tries again.

Charged twice, charged the wrong amount, or a refund

Open the Stripe invoice history before emailing: the interval (monthly versus annual) and
the plan are the explanation in most cases. Upgrading mid-month can produce two charges in
one month on purpose — a prorated one and the new price.

If something was charged in error, email hello@clavoz.com with the invoice number and
the date, and we will sort it out. Cancelling stops the next renewal; it does not refund the
period you are already in, which is why it is worth reading the date on the Billing card
before you cancel rather than after.

"I paid, but a feature is still missing"

That is a plan difference rather than a payment problem. The plan lists on the pricing page
are the honest answer — Enterprise-only and Pro-only features are marked as such — and
Plans, Free Trial and Billing explains what
changing plan does to the current period.

"There is nothing here to pay"

If the Billing card shows a badge instead of a portal button, the workspace is comped —
free access granted by Clavoz, or a platform administrator account. There is no subscription
to manage and no charge to come: a past-due banner here would be a bug, not a bill.

Still stuck

Email hello@clavoz.com from the workspace owner's address, or use the contact form's
Billing topic, and include the invoice number if there is one. Billing questions are
answered by a person, and the workspace is not locked while you wait — the grace window
exists precisely so that a card problem is never the end of a job.

Where to read next

• The Free Trial and How You Pay — the trial, the
  first billing date and the portal.
• Cancelling, Closing Your Workspace and Your Data
  — what stopping the subscription does and does not do.
• Email Problems — when a Clavoz email does not
  arrive.
• Getting Help — what to include in a support email.

1. If the account email was mistyped at sign-up, that is a support job (see below).

The other mail that matters here is the past-due warning from hello@clavoz.com — if that
is landing in spam, the first notice of a problem is the banner rather than the inbox. More
in Email Problems.